Cust Exp Professional (German)
San Luis Potosi, SAN LUIS POTOSI, Mexico
hace 5 días

Serve asthe primary customer contact for your assigned portfolio of accounts andensure all customer claims are resolved.

From case creation, root causeanalysis to proper solution, having an impact in error reduction, processimprovement, and team engagement.

Manage the resolution of disputed invoices, includingresolving the root cause of the disputed issue, by engaging with the customer,other departments such as Technical Support, Logistics, Manufacturing, RegionalSales Managers, Product Managers, etc.

Notify business function of disputedinvoices and notify the customer of progress and updates of disputed invoices,as well to deploy projects to reduce incoming disputes.

Key Responsibilities

  • Research. Review all dispute cases and analyze supporting documentation to understand root cause.
  • Resolution. Engage external customers and internal Customer Core Teams to address root cause of dispute and work to resolve invoice discrepancies.
  • Credit memo processing for accepted claims.
  • Notify the customer of the action taken and provide a copy of the required documentation to obtain agreement to pay or settle invoice discrepancy.
  • Identify underlying root cause for dispute, documenting and escalating issues requiring system or process fixes.
  • Communicate any escalations or help required and document all steps taken to resolve disputes.

  • Once discrepancy is understood and resolved, document findings, assign Root Cause for the dispute, send notification to customer coping Credit Analyst for Collection or to cash to offset the account (what applies the best).
  • Project development for dispute reduction
  • AFDA resolution with finance / C2C

  • Bachelor's degree / equivalent, or High school diploma with significant relevant experience.
  • 2+ years on Finance or related fields.
  • English, & Dutch will be required languages
  • Strong Problem Solving, Analytical and Organizational skills.

  • Customer service experience. A knowledge of principles and best practices in (customer service)
  • Italian & French language is a plus
  • Goal oriented, with the ability to handle multiple tasks.
  • Strong written and verbal English skills.
  • Good team and communication skills
  • An ability to take initiative and work with limited direction
  • An ability to learn quickly
  • Experience with SAP, Customer Portals, Oracle, Excel, integrated reporting systems
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