Freelance Global Customer Service Capability Lead (ZZP)

• Please add a motivation regarding the requirements

In this role, you will be instrumental in defining and advancing global customer service capabilities including processes, standards, KPIs, and technologies to drive structural business improvements.

• Capability Development & Training: Design and deliver global policies, standards, and masterclasses for core customer service activities. You will own specific digital capabilities and scout for industry-leading best practices.

• Strategic Project Leadership: Lead complex, international, multi-disciplinary projects focused on enhancing E2E supply chain performance and customer satisfaction.

• Digital Product Ownership: Act as the primary reference point for SAP S/4HANA (Post-processing/Order Management) and transformation teams.

• Stakeholder Engagement: Influence and align senior cross-functional stakeholders across Global, Regional, and OpCo (Operating Company) management teams.

• E2E Connectivity: Proactively connect the dots across the Market-to-Cash chain, removing blockers and ensuring alignment with wider programs like Digital Transformation and Sales.

• Requirements:

• Professional Background: 10+ years of experience in Customer Service operations and Supply Chain.

• Process Mastery: Deep understanding of the End-to-End Market-to-Cash / Order-to-Cash process.

• Technical Proficiency: Proven experience with SAP S/4HANA (specifically order management) and the surrounding landscape (Masterdata, CRM, Logistics solutions).

• Product Management: Experience in developing, implementing, or maintaining digital products within a complex architecture.

• Language: Full professional proficiency in English (Dutch is not required).