Manager Order-to-Cash

The Order-to-Cash Manager 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. First, leading the team of Service Representatives for the assigned geographies and line of business. Second, on 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.

Quote to Order Management

• Provide oversight and approval governance for quotations prior to contract creation inline 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
• Provide approval oversight for order confirmations in accordance with internal policies
• Govern order change management, ensuring standardized reason codes are applied, root causes are analysed, and recurring issues are addressed
• Act as the escalation point for invoicing-related issues, coordinating with Invoice-to-Cash service representatives to ensure timely and accurate resolution
• Oversee and support credit limit exception handling in collaboration with Sales and Finance

Stakeholder Coordination & Continuous Improvement

• Lead cross-functional coordination with internal stakeholders to manage complex market-specific challenges, including delivery delays, customs constraints, and exceptional logistics scenarios
• Serve as the senior operational point of contact for key customers, managing escalations, performance discussions, and service governance across the order lifecycle
• 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)

People management

• Lead, coach and foster team engagement through structured routines, feedback mechanisms, capability development, and performance coaching to build a high-performing Order-to-Cash service team
• Lead all HR initiatives (hiring, performance appraisal, development, communication etc.).
• Implement a robust back-up and knowledge retention plan. Ensuring adequate people management for direct reports (continuous dialogues and 1:1s, talent development, maintaining high engagement) and succession planning

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 5 years people management experience (2-4 direct report and 20+ indirect reports)
• 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 (30.200 HUF gross/month)
• Sustainable travel allowance (20.000 HUF gross/month)
• Grade allowance (20.000 HUF NET/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

FrieslandCampina produces and sells consumer products such as dairy-based beverages, infant nutrition，cheese and desserts in many European countries, in Asia，Africa and North-America. In Hungary the company is most knowned for producing Túró Rudi.

FrieslandCampina’s activities are divided into 7 business groups:

• Europe
• Retail & Americas · Asia· Middle East, Pakistan & Africa· Professional & Trading
• Specialised Nutrition
• Ingredients

FrieslandCampina has branch offices in 29 countries and employs ~ 21.000 people. Our products find their way to more than 100 countries.

The Company’s central office is based in Amersfoort，The Netherlands. The first Financial Shared Services Centre was also launched there successfully in 2013 (FSSC NL).

In 2016 FrieslandCampina has decided to expand its Financial Shared Services concept by setting up a Financial Shared Service Centre in Kuala Lumpur for Asia and in Budapest to support its businesses in the Europe，Middle-East and Africa region.

With the introduction of Shared Services，we moved from a complex，traditional 'back-office' structure to a streamlined operational, business process centric organisation delivering improved and consistent quality to our (internal and external) customers and consumers.