Customer Service Technology Lead

Inteldot has over 15 years in the life science industry with allocations a cross Puerto Rico, United Sates, Europe and Japan. This is a great opportunity for one of our leading clients in USA. 

Location: Jacksonville, Florida
Employment Type: Full-Time

Position Summary

The Customer Service Technology Lead serves as the primary liaison between Customer Service, Supply Chain, and Information Technology, ensuring technology solutions effectively support Order-to-Cash (OTC) operations and business objectives. This role leads Customer Service technology initiatives, Customer Master Data governance, Business Process Experts (BPX), and system enhancement activities while driving operational excellence, continuous improvement, and compliance across customer service processes. The successful candidate will oversee SAP Order-to-Cash functionality, customer master data integrity, contact center technology support, system enhancements, and performance metrics while partnering with cross-functional teams to deliver scalable technology solutions that improve customer experience and operational efficiency.

Key Responsibilities

Technology & Business Partnership

• Serve as the primary technology liaison between Customer Service, Supply Chain, and IT for Order-to-Cash processes.
• Act as the primary point of contact for Customer Service-related systems, enhancements, and production support issues.
• Partner with business stakeholders to gather, analyze, and document functional requirements.
• Translate business requirements into technology solutions aligned with operational objectives.
• Support Customer Service technology initiatives, system enhancements, and break-fix activities.

Order-to-Cash (OTC) Systems

• Support SAP Order-to-Cash processes, including:
• Sales Order Processing
• Pricing
• Available-to-Promise (ATP)
• Delivery Processing
• Billing
• Returns
• Intercompany Transactions
• Coordinate user acceptance testing (UAT), implementation activities, and production support.
• Collaborate with IT and business teams to resolve system issues and optimize Order-to-Cash processes.

Customer Master Data Management

• Lead Customer Master Data governance and maintenance activities.
• Ensure data accuracy, integrity, security, and compliance with established standards.
• Develop and maintain customer data governance procedures.
• Support global customer master setup, maintenance, and audit readiness.

Leadership & Team Development

• Lead, coach, and develop Business Process Experts (BPX) and Customer Master teams.
• Establish performance expectations and monitor service levels.
• Coordinate employee onboarding, training, and professional development.
• Promote collaboration across Customer Service, Supply Chain, Finance, Sales, Marketing, and IT.

Process Improvement

• Evaluate business processes and identify automation opportunities.
• Lead continuous improvement initiatives focused on operational efficiency, customer experience, and productivity.
• Develop and maintain process documentation, workflows, and standard operating procedures.
• Support digital transformation and technology adoption initiatives.

Performance Management

• Monitor and analyze Customer Service performance metrics, including:
• Customer Experience (CX)
• OTIF-D (On-Time In-Full Delivery)
• Order Reconciliation
• Contact Center KPIs
• Develop dashboards and performance reports.
• Recommend corrective actions and process improvements based on operational data.

Compliance & Quality

• Ensure compliance with:
• SOX requirements
• Internal controls
• Data governance standards
• Company policies
• Internal and external audit requirements
• Maintain accurate documentation supporting regulatory and quality compliance.
• Support Environmental Health & Safety (EHS) policies and departmental objectives.

Required Qualifications

• Bachelor's degree in business, Information Systems, Supply Chain, Engineering, Computer Science, or a related field.
• Minimum of five (5) years of experience supporting SAP Order-to-Cash processes.
• Minimum of five (5) years of leadership experience managing technical or business process teams.
• Experience supporting Customer Service operations in a manufacturing or supply chain environment.
• Strong knowledge of SAP Sales & Distribution (SD) functionality.
• Experience gathering business requirements and implementing technology solutions.
• Strong analytical, organizational, and problem-solving skills.
• Excellent verbal and written communication skills.
• Demonstrated ability to lead cross-functional initiatives and influence stakeholders.

Preferred Qualifications

• Experience with SAP ECC and/or SAP S/4HANA.
• Knowledge of SAP integrations with MM, FI/CO, PP, WM, and CRM modules.
• Experience with: Customer Master Data Governance, Enterprise Data Management, EDI, CRM platforms, Contact Center technologies
• Experience supporting enterprise system implementations.
• Knowledge of data mapping, transformation, and system integration.
• Project management experience leading business systems initiatives.
• Experience driving organizational change and process transformation.

Leadership Competencies

• Team Leadership
• Coaching & Mentoring
• Strategic Thinking
• Customer Focus
• Cross-Functional Collaboration
• Change Management
• Continuous Improvement
• Decision Making
• Organizational Effectiveness
• Stakeholder Management
• Communication & Presentation Skills