● 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 out of stock management, involve Customer to the decision by offering alternatives
● Proactive cash collection
● Manage credit risk (monitor payment behaviour of customers and propose credit limit changes, make suggestions on order release)
● Manage phone orders and Customer initiated order amendments in SAP
● 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
● 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)
● Average Order Touches
● Touchless orders %
● Return and refusal %
● Customer satisfaction
Qualifications and Experience
Essential
● Excellent and proven customer service attitude
● Excellent interpersonal and communication skills
● Fluent language skills – as required for the specific market
● Solid English language skills
Desirable
● College or university Degree
● Financial knowledge
● OTC process knowledge and working experience
● Positive knowledge of internal and external business partners
● Excellent product knowledge
● Strong MS Office knowledge
Barriers to Success in Role (Optional):
● Insufficient customer service skills
● Insufficient language capabilities
● Insufficient communication skills (face-to face / phone / written)
● Inability to work as a part of a team
● Lack of accuracy, attention to details
● Difficulties in setting priorities
● Difficul ties with demonstrating ownership Flexible Working Options:
● Cover working hours of served market
● Weekend working as per requirement
● Accommodating Overtime as per business requirement