Senior OTC Service Representative

The primary responsibility of this position is to manage day-to-day activities related to the Order-to-Serve lifecycle, ensuring accurate, timely, and efficient execution of customer orders. The Order-to-Serve Representative acts as a key link between customers and internal teams, supporting a seamless order and delivery process while ensuring a high level of customer satisfaction.

Vacancy description

• Process and manage customer orders from order entry through shipment and delivery
• Review orders, pricing, delivery requirements, and relevant commercial conditions according to company guidelines
• Coordinate with internal stakeholders to resolve order, delivery, stock, and service-related issues
• Communicate with customers regarding their orders and provide timely updates throughout the order lifecycle
• Process order changes, cancellations, and other customer requests following established procedures
• Monitor order status and service levels, identify potential issues, and escalate when necessary
• Work closely with Supply Chain, Logistics, Sales, and other internal teams to ensure smooth order fulfillment
• Handle customer inquiries and complaints related to orders, deliveries, and product availability
• Support continuous improvement initiatives to optimize processes and enhance the customer experience
• Contribute to a collaborative team environment through knowledge sharing, training, and team initiatives

What we ask

• Bachelor's or Master's degree
• 3+ years of experience in Customer Service, Order Management, Order-to-Cash (OTC), Supply Chain, Logistics, or another customer operations role
• Fluent English, both written and spoken (Dutch or French language knowledge is an advantage)
• Experience with SAP and/or Salesforce
• Transition experience is a plus
• FMCG or supply chain experience is preferred but not required
• Strong communication and problem-solving skills with a customer-focused mindset
• Comfortable working in a fast-paced, international environment
• Eager to learn, improve processes, and collaborate across different teams

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

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.