Retail Care Team Leader (M/F/D)

Maxi-Cosi; Vila do Conde; On-site; EUR 30,000 - 45,000; Full time

Job summary

A leading juvenile products company is seeking a Retail Care Team Lead based in Portugal. The successful candidate will combine operational management with team leadership to deliver excellent service to retail partners. Responsibilities include leading the Retail Care team, managing order flows, and ensuring efficient processing of after-sales queries. Candidates should have a bachelor's degree or relevant experience, fluency in French, and strong organizational skills. Join a dynamic environment where you can make an impact.

Qualifications

• 1-2 years of experience with a bachelor's degree or 3-5 years of relevant work experience.
• Fluency in French and mandatory fluency in English.
• Strong organizational abilities and conflict management skills.

Responsibilities

• Lead retail care representatives and manage operations.
• Support team development and guide daily activities.
• Ensure smooth execution of processes and monitor KPIs.

Skills

Operational management

Team leadership

Conflict management

Customer focus

Proficiency in English

Education

Bachelor's degree or equivalent experience

Job description

Dorel Juvenile is the world's leading juvenile products company. Our products are available in more than 100 countries. We help families live carefree lives by providing them with juvenile products that rank highest in consumer reviews. That's what sets our products apart; durable, helpful, and caring.

Your mission

As a Retail Care Team Lead for France, you will combine operational expertise with strong leadership to deliver the best possible service to our retail partners. Alongside your own Retail Care responsibilities, you will guide and empower the team to efficiently manage retailer inquiries, order flows, claims, and all after‑sales processes.

In a fast‑growing environment, you will play a key role in driving operational excellence, supporting team development, and fostering a strong customer‑centric culture.

Key responsibilities

Lead & Inspire

• Lead the day‑to‑day activities of the Retail Care Representatives, ensuring smooth execution of all retailer‑related processes.
• Support, coach, and develop the team, acting as the first point of contact for any questions, operational challenges.
• Collaborate with the Manager Europe to align decisions, define priorities, and maintain a high‑performing team dynamic.

Retail Care Operations

• Manage and support the team in the orderbook management, communication to retailers, handling retailer claims (shortages, defects, returns, transport issues).
• Guarantee accurate and efficient processing of after‑sales in line with internal procedures.
• Monitor KPI’s and SLA’s (order accuracy, response times, claim resolution rates) and drive continuous improvement.

Cross‑Functional Collaboration

• Act as the operational link between Retail Care and departments (Sales, Logistics, Finance).
• Coordinate with supply chain teams to align on stock availability, lead times, and product constraints.
• Work closely with the sales team to support retailer needs, promotions, launches, and peak periods.

Project & Process Leadership

• Coordinate FR‑level projects impacting Retail Care (new tools, process improvements, new retailers, EDI rollouts, etc.).
• Identify main points and propose improvements to streamline workflows and enhance retailer satisfaction.
• Contribute to the development and update of internal documentation, guidelines, and training materials.

Proactivity & Continuous Improvement

• Anticipate operational questions and prioritize actions to ensure optimisation of the process.
• Suggest and implement solutions to improve efficiency, communication, and service quality.
• Promote a culture of ownership, teamwork, and customer focus within the Retail Care team.

Your profile

• You have a completed bachelor degree with 1 or 2 years of experience, or 3-5 years relevant work experience and a middle education, preferably as an accounting administrative.
• Mother Language French and (mandatory) to have fluency on English.
• You know the procedures the order from A to Z of orders (which come in by phone, mail or EDI) and our ERP system in a correct way.
• You monitor the order file of customers and secure team's management.
• You have excellent organizations and conflict management skills.
• You are empathic, flexible and spirit of leadership.
• You think ahead and dare to take the initiative.