Job Number: 17000H4P Location: Oregun, Lagos Department: CSE Work Level: WL1 Main Job Purpose
Centralize the relationship with customers in the MCO for the Order to Cash process (orders, deliveries, returns, escalated claims and escalated overdues) and solve any issues to achieve the objectives fixed in terms of service and receivables
Alongside CD, serving as a single point of contact for the company
Manage the proactive customer care processes
Manage proactive communications (e.g. stock issues, range reviews, NPD)
Key Accountabilities Centralize the relationship with the customers in the order to cash process:
Review and provide information about the situation of their orders, delivery and invoice data
Monitor customer compliance to agreed logistic trade terms
Review and provide logistic or descriptive information of products
Inform the customer of the out of stock that affects the orders
Review and provide information about escalated cash collection, claims and/or credit situation
Maintain a record of the most common issues and problems and their solution status
Accountable for alerts generated by its own customers and ensure they are solved within agreed times
Master Data:
Coordinate master data requests from customer and CD
Check with the customer product & price lists for master data updates
Maintain master file alignment with customer systems (product, promo, pricing)
Maintenance of customer contacts in CRM
Order Management:
Review blocked orders for delivery for certain scenarios with the customer and request for the Order Management Specialist to unblock them where appropriate
Send pro-forma to prepayment customers by exception (normal process automated)
Returns & Refusals:
Receive returns requests and refusal information from customer
Analyse requested return orders according to returns policies and inform the Logistics Claims Specialist Logistics to be processed.
Delivery / Billing issues / Delay Management:
Print and send delivery note / invoice copy if requested by the customer
Liaise with the Stock Management Specialist (delivery not goods issue) or 3rd Party Logistics Provider (e.g. Ultra Logistics when delivery is goods issued) for urgent delivery issues
Claims Management:
Receive customer claims by exception and forward them to Claims Specialist (in-country)
Claims resolution communication (Logistics and Pricing but not Trade Terms) to customer as per customer service catalogue
Cash collection & Credit Management:
Follow up escalated overdue invoices with the customer
Additional Activities:
CCFOT & DR reporting to the region
Country lead on OSA projects
Relationships with Other Roles / Departments:
On commercial aspects, relationship with the CD
On distribution aspects, relationship with Logistics, Supply Planning
Receive transactional support from the Solution Specialists e.g. transactional MD
Support the Commercial teams assigned to own customers, informing them of all matters that may be relevant.
Any department, e.g. IT, which can support in resolving a query or customer issue
Tools:
ECC
CRM and Events Management
Reporting Tools
Requirements
Tertiary qualification
Minimum 1 year in a similar job
Apply via :
unilever.taleo.net
