The OTC Service Lead plays a strategic role in leading a team of O2C Service Representatives and driving continuous improvement and customer-centric service delivery 
across a highly automated and complex Order-to-Cash (OTC) process. Operating within the GBDS team, this role focuses on two main aspects:

1. Leading the team of Service Representatives for the assigned geographies and line of business
2. Identifying, leading, and implementing initiatives that enhance service quality, streamline processes, and improve customer experience

With deep expertise in leading teams in a complex multi-stakeholder setup covering end-to-end processes and system integrations, the Service Lead operates across multiple 
geographies and lines of business to deliver excellent customer service by managing and maintaining critical operations. This role provides strategic direction, operational leadership, and team guidance to drive service excellence, safeguard revenue, and strengthen internal and customer relationships.

What we ask

• Bachelor’s/Master’s degree, preferably in Logistics, Supply Chain Management, Finance or a related field
• 8+ years of work experience, preferably in Customer Operations/Supply Chain Management/E2E O2C Processes
• Strong leadership skills with a minimum of 3 years people management experience
• Experience with O2C processes and Customer Service operations (in Supply Chain)
• Fluent English skills (written and spoken), Dutch or any additional European language knowledge is an advantage
• Knowledge of Supply Chain within the FMCG
• Expert in customer service, order processing and transport or invoicing
• Experience  with debit and credit handling, complaint and return handling
• Solid hands-on working knowledge to improve/transform processes on regional/global level
• Ability to motivate a team when working under pressure and within tight deadlines
• Strong people management skills
• Ability to create clear directions and vision in line with functional strategy
• Advanced project management, change management and stakeholder management skills
• Familiarity with ERP systems (SAP), customer integration platforms (Sales Force), 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 (650.000 HUF gross/year)
• Home office allowance (30.000 HUF gross/month)
• Sustainable travel allowance (20.000 HUF gross/month)
• Grade allowance (30.000 HUF gross/month)
• MetLife life- and accident insurance
• Medicover medical package (Spring White & Hospital+ package)
• Annual bonus
• Home office opportunity (3 days/week)
• Challenging tasks with real added value
• Opportunity to bring in your ideas and be part of a transformation project
• Career development opportunities

Vacancy description

Quote to Order Management:

• Provide oversight and approval governance for quotations prior to contract creation in line with compliance and internal controls (CMO checks)
• Ensure effective communication of finalized contracts to customers and provide escalation support for complex or sensitive contract-related queries
• Oversee monitoring of contract consumption, proactively identifying deviations, risks, and initiate corrective actions
• Govern and validate pricing maintenance activities
• Review credit note initiation
• Oversee the setup, maintenance, and governance of payment terms in systems
• Ensure accuracy, completeness, and governance of customer master data
• Monitor, review, and report customer SLA performance

Order to Invoice Management:

• Oversee end-to-end customer order management, ensuring timely execution
• Lead coordination and stakeholder communication regarding stock availability constraints, managing short- and long-term supply risks and customer expectations
• Oversee batch determination and allocation activities
• Govern order change management, ensuring standardized reason codes are applied, root causes are analyzed, and recurring issues are addressed
• Act as the escalation point for invoicing-related issues, coordinating with Invoice-to-Cash service representatives
• Oversee and support credit limit exception handling in collaboration with Sales & Finance

Stakeholder Coordination & Continuous Improvement:

• Lead cross-functional coordination with stakeholders to manage market-specific challenges (e.g. delivery delays, customs constraints, exceptional logistics scenarios)
• Serve as the senior operational point of contact for key customers, managing escalations, performance discussions, and service governance
• Work with AR lead who is responsible for the invoice to cash part of the process

Functional collaboration of GBDS & In-Market Team & AR team:

• Lead and foster team engagement to build a high-performing Order-to-Cash service team
• Manage operations across multiple OpCos and supply chains with varying service models and lead times, ensuring effective integration of systems, customer platforms, and ways of working

Continuous improvement and Process Excellence:

• Ensure prompt, accurate, and compliant delivery of Order-to-Cash services within assigned geographies/line of business
• Ensure smooth transitions of activities during transformation projects
• Own and maintain Order-to-Cash process design, standards, and documentation
• Lead governance forums and ensure adherence to regulatory and policy standards
• Drive identification of process inefficiencies and sponsor improvement initiatives, including business and IT-enabled enhancements, to improve service quality, efficiency, and control
• Partner with Transformation, Service Excellence, and Business Partners to lead and implement process improvements
• Drive process improvement initiatives, including automation and standardization
• Roll out of leading performance with proper escalation, root cause analysis etc.
• Support change management, training, and communication efforts related to Order-to-Cash

Service & Performance Management:

• Lead root cause analysis and implement corrective actions as needed
• Ensure alignment with internal controls, compliance frameworks, and audit requirements
• Coordinate with enabling functions and cross-functional teams to ensure and integrated service delivery
• Drive effective resource planning and issue resolution to maintain service continuity
• Monitor service performance against defined KPIs and SLAs
• Align local execution with global standards and service expectations

Digitization & Automation:

• Collaborate with IT to implement and improve systems supporting Order-to-Cash processes (e.g., billing, collections, credit management)
• Ensure data integrity, system controls, and effective use of digital tools and analytics

Team Leadership & Development:

• Ensure right staffing, skills development, and succession planning
• Lead and develop a high-performing Order-to-Cash team, providing daily guidance, coaching, and performance feedback while fostering a culture of CI and customer-centricity

In this role you will be leading a team of Service Representatives for the assigned geographies and line of business across Europe. Reporting to the OTC Director, you provide strategic direction, operational leadership, and team guidance to drive service excellence, safeguard revenue, and strengthen internal and customer relationships.