SAP COE Quote to Cash Customer Service

The SAP CoE Quote to Cash Customer Service role ensures seamless execution of customer service operations across the order-to-cash lifecycle by managing inquiries, resolving issues, and supporting order fulfillment processes. It plays a critical role in maintaining customer satisfaction and operational efficiency through SLA-driven support, cross-functional coordination, and continuous process improvement.

Goal of function:

The SAP COE Quote to Cash (Q2C) Customer Service  Specialist with  end-to-end Q2C processes, customer service operations, and logistics execution within healthcare and medical device industries. Proven expertise in SAP S/4HANA (SD, FSM, Service, GTS, EWM) with strong integration knowledge across 3PL, warehouse, and finance systems. Adept at incident management, process optimization, and ensuring compliance with GxP/SOX standards. Recognized for driving ERP transformation initiatives, improving customer satisfaction, and safeguarding revenue accuracy.

1) Main tasks:

Managed and SAP end-to-end Quote-to-Cash processes including order entry, shipment execution, freight billing, and proof of delivery. Provided advanced SAP application support (SD, FSM, Service, GTS, EWM), resolving incidents and implementing enhancements. Led integration monitoring for 3PL partners, ensuring seamless logistics and timely issue resolution. Drove ERP transformation initiatives, supporting global rollouts and process standardization. Developed KPI dashboards and automated workflows, improving operational efficiency by 10-20%. Ensured compliance with GxP/SOX standards, maintaining audit readiness and validated change processes. Collaborated with finance, logistics, and IT teams to safeguard revenue accuracy and customer satisfaction