Capabilities:

● 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 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 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

● Good 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