About The Job The Customer Support role combines the responsibilities of initial receipt/verification and declaration entry/saving. It secures file intake, follows up with the customer when information is missing, checks the data extracted by AI, completes the information in the ERP, saves the declaration in SYGRÈM 2 and forwards a reliable file to the controller or to the next process. AI is a support tool for extracting and structuring data. Final validation remains human: no data may be entered, saved or forwarded without a consistency check. Responsibilities Receipt and opening of customer declarations: Receive customer e-mails, forms or requests in the dedicated mailbox, ticketing tool or any authorized channel. Open each request, identify the customer, reference, receipt date, nature of the declaration and geographical area indicated in the subject line or content. Acknowledge receipt if necessary and provide first-level customer handling. Completeness and initial compliance check: Verify the presence of all mandatory documents and required fields in the declaration form. Check document legibility, format and consistency of the information provided. Qualify the file as complete, incomplete, non-compliant or requiring clarification. Customer follow-up and management of incomplete files: In the event of an incomplete file, contact the customer by phone as a priority, then send a follow‑up email with the precise list of missing documents. Record the reason for incompleteness in the tracking tool and place the file on hold according to the internal rule, with an indicative maximum of 24 hours. Update the file as soon as the additional documents or information are received. Geographical area analysis and triggering of the appropriate process: Identify the area based on the country, region, site, customer address, event location or file information. If the file is complete, forward or activate the appropriate workflow in the ERP according to the relevant area. Check consistency between the area and the data entered, and immediately correct any routing anomaly. Automatic extraction and data control using AI: Use the AI e‑mail or AI tool to automatically extract information from the customer e‑mail and attachments. Check that the data has been correctly entered into the ERP as a structured file. Check that AI extraction has not generated any truncated, missing, invented or misinterpreted data. Data entry, completion and cross‑checking in the ERP: Take ownership of assigned files in the “To be entered” queue or equivalent. Manually complete the fields not populated by AI while respecting the required formats: dates, amounts, country codes, references and statuses. Re‑read all data, compare it with the original attachments and correct any anomaly before validation. Saving in SYGRÈM 2 and file validation: Save the declaration in SYGRÈM 2 after complete verification of the data. Retrieve the unique declaration number generated by SYGRÈM 2 and enter it in the ERP. Validate the task in the ERP so that the file is forwarded to the controller or to the next process. Reporting, escalation and continuous improvement: Report recurring problem areas, routing errors, controller rejections and tool issues to the manager. Escalate complex, sensitive or out‑of‑scope files with the necessary comments and supporting documents. Contribute to improving procedures, AI models, control rules and customer follow‑up template. Requirements Required qualification: High school diploma to two‑year post‑secondary qualification (Bac to Bac+2 minimum) in administration, management, customer relations, communication, IT, business or a related field. Minimum experience: At least 1 to 2 years of experience in a call center, customer service, back office, administrative file management, data entry or a similar administrative position. Preferred experience: Handling high volumes of e‑mails, managing customer follow‑ups, applying procedures by geographical area and performing quality checks before validation. Tool prerequisites: Proficiency with professional e‑mail, telephone and office tools. Knowledge of an ERP is desired; knowledge of SYGRÈM 2 is strongly appreciated. #J-18808-Ljbffr