• To manage first-level customer declaration processing by receiving, verifying, analyzing and entering customer files while ensuring all declarations, supporting documents and ERP/SYGRÈM 2 records are accurate, complete and processed according to operational procedures and geographical workflows.

Responsibilities

• Receive customer e-mails, forms or requests through the dedicated mailbox, ticketing tool or authorized communication channels.
• Open and identify each request including customer details, receipt date, declaration type and geographical area.
• Acknowledge receipt where necessary and provide first-level customer handling.
• Verify the presence of all mandatory documents and required fields in customer declarations.
• Check document legibility, formatting and consistency of information provided.
• Classify files as complete, incomplete, non-compliant or requiring clarification before processing.
• Contact customers by phone and e-mail to follow up on missing documents or incomplete information.
• Record reasons for incompleteness in the tracking tool and place files on hold according to internal procedures.
• Update and reactivate files immediately upon receipt of additional documents or clarifications.
• Identify the correct geographical area based on country, region, address, site or supporting documentation.
• Forward complete files or activate the correct workflow in the ERP according to the designated area.
• Correct routing inconsistencies or processing anomalies immediately when identified.
• Use AI tools and AI e-mail systems to extract and structure customer information and supporting documents.
• Verify that extracted data has been correctly transferred into the ERP system.
• Identify and correct any truncated, missing, invented or misinterpreted information generated by AI tools.
• Take ownership of assigned files within the processing queue.
• Complete all missing ERP fields manually while respecting required formats, references, country codes and statuses.
• Re-check and compare all entered information against original documents before validation.
• Save declarations in SYGRÈM 2 after completing full verification of all information.
• Retrieve the unique declaration number generated by SYGRÈM 2 and update it in the ERP.
• Validate completed tasks and forward files to the controller or next operational process.
• Report recurring issues, routing errors, controller rejections and tool-related problems to management.
• Escalate sensitive, complex or out-of-scope files with the appropriate supporting comments and documentation.
• Support improvements in operational procedures, AI extraction models, control rules and customer follow-up templates.

Requirements

• High school diploma, certificate, diploma or post-secondary qualification in Administration, Customer Service, Business, Communication, IT or a related field.
• Ability to speak French language is mandatory.
• Minimum of 1–2 years of experience in customer service, call center operations, administrative support, data entry or back-office operations.
• Experience handling high volumes of customer e-mails, requests and follow-up communication.
• Proficiency in professional e-mail communication, telephone handling and Microsoft Office applications.
• Experience using ERP systems or workflow management platforms is an advantage.
• Familiarity with SYGRÈM 2 or similar declaration management systems is an added advantage.
• Strong attention to detail and ability to identify incomplete, inconsistent or non-compliant files.
• Good understanding of document verification and administrative processing procedures.
• Ability to accurately enter, validate and cross-check large volumes of data.
• Knowledge of AI-assisted data extraction tools and ability to verify AI-generated outputs.
• Strong organizational, multitasking and prioritization skills.
• Good communication and customer handling skills with ability to maintain professionalism under pressure.
• Ability to work within strict deadlines while maintaining high levels of accuracy and quality.
• Strong reporting, escalation and problem-solving abilities.
• Ability to work independently and collaboratively within operational teams.
• Strong reporting and communication skills.
• Fluency in English is mandatory.

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