OTC Service Team Lead

Key responsibilities in this role:

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 as required
• Govern and validate pricing maintenance activities to ensure alignment with approved agreements
• Review credit note initiation in accordance with approved processes
• Oversee the setup, maintenance, and governance of payment terms in systems 
  ensuring consistency
• 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
• Oversee and support credit limit exception handling in collaboration with Sales and Finance

Stakeholder Coordination & Cross-Functional Collaboration:

• Lead cross-functional coordination with internal stakeholders to manage complex 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 (Credit Risk & Collections, Trade Spend, Cash Application, Price dispute management)
• 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 to enable seamless service delivery

Continuous improvement and Process Excellence:

• Act as lead for the Order-to-Cash process
• 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
• 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

Service & Performance Management:

• 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

Team Leadership & Development:

• Ensure right staffing, skills development, and succession planning
• Lead and develop a high-performing Order-to-Cash team of assigned service representatives across order management and customer service functions, providing daily guidance, coaching, and performance feedback while fostering a culture of continuous improvement 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.