Freelance Customer Service Capability Lead – Order Management (ZZP)

Motivation is required, especially an explanation of: More detailed process knowledge within Order Management.

Join an internationally renowned organization in the global supply chain industry as a Customer Service Capability Expert – Order Management. In this pivotal role, you will be the driving force behind shaping the global strategy and blueprint for customer service processes, specifically focusing on order management. Your expertise will guide the transformation roadmap, ensuring process maturity and alignment with overarching business strategies.

Key Responsibilities:

•    Process Strategy & Ownership:   

  •       Serve as the global expert for customer service processes, with a primary focus on order taking, processing, and logistics integration. 

  •       Co-develop the vision and strategy for customer service processes in alignment with Customer Service & Logistics (CS&L) and Market-to-Cash (MtC) objectives.       

  •       Design and deploy global customer service processes as part of the global blueprint.       

  •       Leverage SAP expertise to create designs that are seamlessly implementable by technology.    

•    Technology Capabilities & Data:  

  •       Lead the transformation roadmap to ensure technology platforms enable process strategies. 

  •       Collaborate with Digital and Technology (D&T) teams, CS&L capability teams, and product owners to enhance process maturity. 

  •       Translate business requirements into actionable data insights and analytics. 

  •       Partner with global programs to deploy platforms effectively across operating companies.

      

  
  

     

Education:

•    University-level degree in a relevant field.

Experience:

•    Minimum of 8 years in a similar role and environment. 

•    Extensive knowledge of end-to-end customer service processes, especially in order management. 

•    Proven track record in process design, analytics, and digital transformation projects. 

•    Exposure to diverse Routes to Market, preferably within the FMCG sector. 

•    Strong SAP SD knowledge (focus on order taking and processing); familiarity with Microsoft Dynamics is a plus.

Functional Skills:

•    Process-oriented thinking with analytical and conceptual skills. 

•    Expertise in continuous process improvement, project management, and change management methodologies.

Language Skills:

•    Fluent in English, with excellent verbal and written communication skills.

• Add an English motivation to your application and focus also on this point: Process knowledge within Order Management required.