To improve quality, efficiency, and effectiveness of the internal billing processes, whilst adhering to Regional and Global policies and procedures and ensuring compliance.
• This requires pro-active process improvements, automation, and harmonization with the aim to optimize working capital, minimize transactional costs and control exposure to bad debt and write offs.
• Responsible for managing a team of credit collectors and query/billing experts, and for ensuring a high standard of customer relationships and interactions within the scope of this area.
• Continuously improves OTC processes using First Choice methodology as well as launching optimization initiatives. • Operational accountability requiring business continuity and delivering improved operational effectiveness against evolving business requirements.
• To improve the handling, investigation, and resolution of customer enquiries from multiple channels in an accurate, professional, and timely matter.
• To provide high customer quality standards and, enable effective accounts receivable collection through query team
KEY ACCOUNTABILITIES
• Order Processing and Management
• Billing and Invoicing
• Accounts Receivable Management
• Customer Relationship Management
• Cash Application
• Process Improvement and Efficiency
• Reporting
• Compliance & Risk Management
• Team leadership & development
• Cross functional collaboration
MAIN RESPONSIBILITIES
1. Order Management Order Processing: Overseeing the accurate entry and processing of customer orders. Order Fulfillment: Ensuring that orders are fulfilled accurately and on time, coordinating with logistics and warehouse teams as necessary.
2. Billing and Invoicing Invoice Generation: Ensuring timely and accurate generation and distribution of invoices to customers. Invoice Discrepancies: Resolving any discrepancies or issues related to invoicing to avoid payment delays.
3. Accounts Receivable Management
Payment Collection: Managing the collection of payments, ensuring that outstanding invoices are paid on time. Credit Management:
Assessing and approving credit for customers, setting credit limits, and managing credit risks. Aging Analysis: Monitoring accounts receivable aging reports to identify and address overdue accounts.
4. Cash Application Payment Posting: Ensuring accurate posting of received payments to customer accounts. Reconciliation: Reconciling accounts to ensure that all payments are accounted for and correctly applied.
5. Dispute and Deduction Management Issue Resolution: Handling customer disputes and deductions related to orders, deliveries, and invoices. Root Cause Analysis: Identifying the root causes of recurring issues and implementing corrective actions to prevent future occurrences.
6. Customer Relationship Management Customer Service: Providing excellent customer service by addressing inquiries and resolving issues promptly. Relationship Building: Building and maintaining strong relationships with key customers to ensure satisfaction and loyalty.
7. Process Improvement Process Optimization: Continuously assessing and improving O2C processes to enhance efficiency and accuracy.
8. Reporting and Analysis Performance Metrics: Tracking and reporting on key performance indicators (KPIs) such as order accuracy, invoice accuracy, and days sales outstanding (DSO).
9. Compliance and Risk Management Policy Adherence: Ensuring that all O2C processes comply with DPDHL policies and regulatory requirements. Risk Mitigation: Identifying and mitigating risks related to order processing, credit, and collections.
10. Team Leadership and Training Team Management: Leading and managing the O2C team, providing guidance, support, and performance feedback. Training Programs: Developing and implementing training programs to ensure team members are knowledgeable and up to date on best practices and process changes.
11. Cross-Functional Collaboration Interdepartmental Coordination: Working closely with sales, logistics, finance, and other departments to ensure a seamless O2C process. Project Management: Leading or participating in projects aimed at improving the overall order-to-cash cycle.