The Order to Cash (O2C) Customer Service Supervisor will oversee a small team responsible for the end-to-end order processing, invoicing, and operational support globally. This role involves supervising the daily activities of the O2C team, ensuring timely and accurate execution of customer orders, managing escalations, and coordinating with internal teams to streamline processes. The O2C CS Supervisor will also take ownership of complex escalations and provide hands-on support for critical customer issues. The ideal candidate will bring strong O2C expertise, Oracle ERP knowledge, and leadership skills to build a high-performing team and ensure operational excellence. 

Key Responsibilities: 

Team Supervision & Leadership: 

Supervise and lead the O2C operations team, providing day-to-day oversight and guidance to ensure the accurate and timely processing of orders, invoicing, and query resolution. 

Manage performance, set goals, and conduct regular coaching and feedback sessions with team members to build their skills and expertise. 

Order Processing & Invoicing: 

Oversee the team's execution of order entry, invoicing, and account setup within Oracle ERP, ensuring high accuracy and adherence to SLAs. 

Handle escalated issues related to complex orders, manual processes within Regional TEP instances, and cross-regional requirements. 

Escalation Management: 

Serve as the primary escalation point globally regarding orders, invoicing, and warehouse-related issues. 

Work with cross-functional teams to resolve escalations and troubleshoot issues related to Oracle ERP, warehouse management, and customer orders. 

Warehouse & Logistics Support: 

Coordinate with logistics teams and third-party warehouses to resolve fulfilment and delivery issues. 

Manage escalations related to warehouse performance, order fulfilment delays, and other logistics challenges that arise globally 

Process Improvement & Automation: 

Drive continuous improvement in O2C processes by identifying inefficiencies and areas for automation, particularly in order entry and invoicing workflows. 

Collaborate with IT and process improvement teams to implement new tools and systems to reduce manual intervention and improve process reliability. 

Cross-Functional Collaboration: 

Liaise with our Order management teams in Concentrix, as well as Sales, Customer Service, and other internal departments, to align operational processes and manage customer expectations. 

Ensure smooth cooperation between the O2C team and other business units to resolve complex operational issues efficiently. 

Process Development & Regional Rollouts: 

Lead the development, testing, and rollout of new O2C processes for the launch of new regional operating units (e.g., Poland, DACH). 

Provide operational support and guidance during the onboarding phase of Oracle ERP implementations, ensuring effective knowledge transfer and process integration. 

Training & Development: 

Train, mentor, and upskill team members and relevant internal staff on Oracle ERP functionalities, order management, invoicing, and operational support processes. 

Ensure that the team is equipped with the knowledge and tools to independently handle day-to-day O2C activities, reducing dependency on a single individual.