Senior OTC Service Representative - Dutch/French/Italian speaker

Senior OTC Service Representative - Dutch/French/Italian speaker
At FrieslandCampina, we are just about to expand our services to an E2E Order-to-Cash scope via a multi year transformation journey, therefore it is a great time to join us! The Senior OTC Service Representative plays a key role in customer operations ensuring efficient execution of complete Order-to-Cash (O2C) processes, which is critical for safeguarding revenue, maintaining customer satisfaction, managing disputes and receiving cash.

Key contributions of this role:

• Ensure accurate contracts, pricing, and customer data to support seamless order processing
• Drive efficient end-to-end order fulfillment to meet customer expectations and service levels
• Safeguard revenue through timely and accurate invoicing, credit management, and collections oversight
• Maintain financial and operational integrity by resolving disputes and ensuring data and process accuracy
• Support continuous improvement in OTC performance to enhance customer satisfaction and operational efficiency
• Ensures effective cross-functional coordination to resolve market-specific logistics challenges and safeguard operational performance

What we ask:

• Bachelor's/Master's degree in a relevant area
• At least 3-4 years of experience, preferably in Customer Operations/Supply Chain Management/Logistics
• Experience in OTC, Customer Service (Supply Chain)
• Fluent English and Dutch OR Italian OR French language skills, written and spoken
• Knowledge of Supply Chain within the FMCG is preferred
• Expert in Customer service, Order processing and transport or Invoicing
• Experience with debit and credit handling, complaint handling
• Familiarity with complex system landscapes, including ERP systems (SAP), customer integration platforms (Salesforce), and digital tools that support end-to-end order-to-cash processes
• Strong affinity with Continuous Improvement (LEAN) and Digital first mindset

What we offer:

• Cafeteria package
• Home office and sustainable travel allowance
• MetLife life- and accident insurance
• Medicover package (Spring White & Hospital+)
• Annual bonus
• Home office opportunity (3 days/week)
• Opportunity to bring in your ideas and to develop further
• Challenging tasks with real added value

Vacancy description:

The primary responsibility of this position is to deliver day-to-day activities related to Order-to-Cash (OTC) lifecycle, ensuring accurate, timely, and compliant execution of customer-related activities. This role acts as a critical link between internal teams and customers, driving operational excellence and customer satisfaction through the following key contributions:

Quote to Order Execution:

• Independently review quotations and manage exceptions for complex customers
• Share finalized contracts and handle contract-related queries for complex customers
• Monitor consumption and highlight risks with impact analysis for complex customers
• Validate pricing updates as per approved agreements resolving discrepancies and ensuring accuracy
• Validate and manage payment terms ensuring alignment with approved agreements. Handle complex exceptions
• Oversee accuracy of master data. Perform quality checks and support in resolving discrepancies
• Analyze SLA performance reports and identify root causes of deviations and report them to customers

Order to Invoice Execution:

• Update customer orders throughout the order lifecycle for complex orders
• Coordinate and communicate stock availability issues
• Perform batch determination and ensure correct allocation of stock
• Confirm orders in accordance with internal policies (approvals)
• Process order changes, including entry of standardized reason codes for changes or rejections
• Resolve open questions and queries on invoicing by way of working with Invoice-to-Cash service reps in GBDS
• Independently handle credit-related exceptions

Stakeholder Coordination & Continuous Improvement:

• Coordinate with internal stakeholders to manage market-specific challenges, including delayed deliveries, customs-related issues, and rejected trucks under special circumstances
• Serve as the primary operational contact for customers across the order lifecycle
• Independently work on continuous improvement initiatives and drive improvement initiatives

Functional collaboration of GBDS & In-Market Team:

• Actively engage and contribute to team engagements and trainings
• Operate within a functional setup across multiple OpCos and supply chains, each with distinct service models and lead times
• Build understanding of integrated systems and customer platforms to support seamless coordination and service delivery