This role involves managing accounts receivable and credit management processes to enhance customer satisfaction and drive cash collection. The position requires building robust relationships with customers and internal teams, proactively managing orders and credit risks, and resolving customer queries efficiently.
Job Responsibilities:
- Schedule and lead regular communications with customers and sales to drive customer satisfaction and cash collection.
- Proactively manage out-of-stock situations and involve customers in decision-making by offering alternatives.
- Conduct proactive cash collection and manage credit risk by monitoring payment behavior and suggesting credit limit changes.
- Handle phone orders and customer-initiated order amendments in SAP.
- Manage customer ledger, ensuring up-to-date information on overdue invoices and deductions.
- Provide input to cash forecasting and review bad debt situations with commercial finance teams.
- Take ownership of incoming queries from customers and respond to internal query management tickets promptly.
- Update customer contact details and knowledge books regularly.
- Maintain strong relationships with customers, sales, supply chain, commercial finance, and process execution teams.
- Actively promote the Sarbanes Oxley/Control agenda.
- Prepare reports to support customer communication and root cause analysis.
Key Performance Indicators:
- Collection Past Due %
- Collected to Term %
- Number of disputes and time to resolve
- Customer Deduction Management (unidentified and rejected deductions)
- Average Order Touches
- Touchless orders %
- Return and refusal %
- Customer satisfaction
Required Skills:
- Excellent customer service and interpersonal communication skills.
- Proficiency in the relevant languages for the specific market and solid English language skills.
- Ability to work independently and as part of a team.
- Strong problem-solving skills and a proactive, solution-focused mindset.
- Ability to prioritize tasks effectively and demonstrate ownership.
- Strong MS Office knowledge.
Education & Qualifications:
- 3 to 5 years of experience in a related field.
- Desirable: College or university degree, financial knowledge, OTC process knowledge, and excellent product knowledge.
Flexible Working Options:
- Cover working hours of the served market.
- Weekend working as per requirement.
- Accommodating overtime as per business requirement.