We are a renowned global IT service and consulting company, presently developing our tech footprint in Lisbon (Parque das Nações). We have a new project starting April 2021 in Lisbon for a big player in the oil and gas industry.
Tasks
Main Responsibilities
Work as an Individual Contributor to some of the key responsibilities from the following overall items listed below ?
- Subject Matter Expert for process updates, exceptions handling; trainings and refresher facilitation; dispute resolution - monitor and oversee credit/debit note creation and cancel/rebills due to service requests and volume or price adjustments
- Drive RCA, Quality control framework and be a coach to the team
- Perform root cause analysis and resolution on queries and facilitate and conduct timely resolution.
- Create a customer account in SAP; perform customer pre-qualification requirements; provide customers with account information; monitor customer activation and ensure it is completed.
- Invoice Management: invoice generation, review of unbilled sales, processing of credit/debit notes and process month-end accruals, generate month-end reports.
- Cash Applications: perform assigned responsibility to apply, match, and clear all payments to appropriate accounts in a timely and accurate manner.
- Monitor aging items, monitor system auto-match malfunction, facilitate timely resolution of any unapplied and/or misapplied payments, and escalate as required
- Collections: Manage assigned Collections responsibilities including managing assigned AR portfolio and overdue payments as per agreed KPIs.
- Credit: Perform credit limit creation and modification activities as per defined process, release blocked orders
- Product promotion rules checking, product catalog update, payment of MSLA kits to vendor, and tracking quantity of MSLA kits
- Retail site Mystery Shopper reporting, provide administrative support to Loyalty program; Support incentive programs and special price adjustment activities
- Update Global Smart Form; Travel & Entertainment expense report review
- Support controls compliance activities; support admin activities of Record Management, Brand & Product Integrity Management, Safety, Security & Health Management reporting, Ergo reporting.
- Update and reporting of Loss Prevention Observations, Safe Driver Observations, and mileage/work hours in Impact tools; monitoring of POAs, data maintenance.
- Ensure all complaints/queries that cannot be resolved personally are routed to the appropriate internal or external parties for resolution.
- Attend customer calls, emails, chat and respond on requests.
- Create exceptional customer experience for the given customer segments in line with SLAs with a focus on First Contact Resolution and low customer effort.
- Adhere to TAT and accuracy, report KPI's/SLA's as per agreed timelines.
- ? Proofreading (European languages), basic translation, mass communication, price communication, and ad-hoc requests.
Functions
- Invoice Management including
- Billing
- Dispute Management
- Account Setup & MDM
- AR including
- Collections & Cash Applications
- Ledger Account Management
- Customer Inquiry and Service Request handling
- Client Solutions
- Order Processing
Type of Process
Voice/Chat/Email/Data Entry
Soft Skills
- Excellent communication abilities
- Good listening and comprehension abilities
- Ability to effectively communicate, probe, and understand customer issues and provide first call resolution
- Good interpersonal and issue resolution skills
- Strong collaboration and coordination skills.
Requirements
Qualification and Experience
- Graduate/Masters in any discipline. Preferable: Graduate/Masters in Finance or accounting.
- 3-4 Years of relevant experience.
- Required Language Thresholds
- Finnish: (Minimum C1 or Native-Level Fluency).
- English: (B2-Independent User Level).
Domain Experience
Any one of the following functional experience will be required:
- Order Management
- MDM
- AR
- Billing
- Accounting / AP
Logistic Experience
Technical Application
- User Experience - SAP (Preferable) or any other ERP (Oracle, Siebel, PeopleSoft, SFDC etc.)
Very good MS Office skills
Benefits
We're offering these benefits
- Competitive Salary.
- Relocation Package,
- Meal Allowance on Card.
- Career Progression Opportunities.
- Parenthood Program.
- Well-rounded Health and Life Insurance Packages.
- On-site gym: includes indoor pool access, fitness classes, and a football pitch.