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

For thousands of people every day, we are more than just a dairy company. To our farmers, our employees, the communities we serve, the businesses we work with and the people to whom we bring happiness, FrieslandCampina means something more. For them it's not just about what we do, but who we are. We value talented people from any background who want to contribute to something bigger than themselves. We encourage all of our employees to make decisions that benefit our entire company. At FrieslandCampina we own our own career and act accordingly. We trust you to make a difference in your job and influence the bigger picture. Working at FrieslandCampina means you are contributing to a better world.