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.

What to expect from Pearson

Did you know Pearson is one of the 10 most innovative education companies of 2022?

At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.

We value the power of an inclusive culture and also a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We strive for a workforce that reflects the diversity of our communities.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing TalentExperienceGlobalTeam@grp.pearson.com.

Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.

Job: CUSTOMER SERVICE

Organization: English Language Learning

Schedule: FULL_TIME

Workplace Type: Hybrid

Req ID: 17961

#LI-REMOTE