OTC Service Representative - Dutch/French/Italian Speaker

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 great time to join us! The 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.

What we ask:

• Bachelor's/Master's degree in a relevant area
• At least 1-2 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
• 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:

• Review quotations against guidelines and flag deviations
• Support in contracts creation, using standard templates and handle medium level complexity queries
• Monitor consumption and highlight risks with impact analysis
• Validate pricing updates as per approved agreements and flag discrepancies
• Validate and manage payment terms ensuring alignment with approved agreements. Handle standard exceptions
• Oversee accuracy of customer master data and completeness
• Monitor SLAs, create reports and escalate deviations

Order to Invoice Execution:

• Enter and update customer orders
• Coordinate stock availability issues
• Ensure correct batch allocation
• Confirm orders per approval rules
• Process order changes, including entry of standardized reason codes for changes or rejections
• Resolve invoicing issues with cross-function collaboration
• Independently coordinate system updates
• Independently support and Execute credit-related requests

Stakeholder Coordination & Continuous Improvement:

• Coordinate with internal stakeholders to manage market-specific challenges
• Serve as point of contact for customers across the order lifecycle
• Independently work on continuous improvement initiatives

Functional collaboration of GBDS & In-Market Team:

• Actively 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