- Willingness to gather excellent knowledge of Customers . Ability to effectively prioritise own tasks building on knowledge of Customer business . Ability to deliver on promises . Proactive,solution-focused mind-set and positive can do attitude .
- Willingness and ability to build outstanding relationships with Customers .
Responsibilities
- Willingness and ability to build great relationships with Customers
- Excellent customer service and customer care mind-set
- Excellent interpersonal and communication skills, assertiveness
- Ability to act as a single point of contact of own Customers by taking full ownership of order fulfilment, scheduling and cash collection.
- Ability to leverage own role as a single point of contact to influence Customers and drive Diageo cash results as well as Customer satisfaction.
- Willingness to gather excellent knowledge of Customers
- Ability to effectively prioritise own tasks building on knowledge of Customer business
- Ability to deliver on promises
- Proactive, solution-focused mind-set and positive can do attitude
- Ownership, entrepreneurial attitude - drives issue resolution, escalates where necessary
- Self-confidence and ability to work independently without strong line manager support
- Looking for and responding to feedback
- Active team player
Accountabilities
- Schedule and lead regular communications with Customers and Sales to drive customer satisfaction, cash collection, flag and eliminate reoccurring issues (service, cash, dispute,
data or technical related)
- Proactive cash collection
- Manage credit risk (monitor payment behaviour of customers and propose credit limit changes, make suggestions on order release)
- Manage customer ledger (reason code and text up-to-date information on overdue invoices, rejected and unidentified deductions)
- Give input to cash forecasting
- Review bad debt situation with In-market Commercial Finance, drive decision on provision and write off
- Cash Application for allocated customer portfolio including posting and allocation upto the invoice level
- Take ownership of incoming queries from Customers
- Raise and respond to Internal Query Management ticket on time as appropriate
- Update customer contact details and knowledge book regularly
- Manage strong relationship with Customers, In-Market Sales, Supply Chain, Commercial Finance, 3PL and STC Process Execution Teams
- Actively promote the CARM (Sarbanes Oxley) / Control agenda
- Reporting 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)
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