OTC Customer Service and Collection (Temporary contract- 1 year)

Job description

The OTC FO Associate is responsible for performing activities and tasks within the end to end Order to Cash (OTC) Process. They are the Single Point of Contact for both internal and external customers for any queries relating to order management, customer service, distribution and finance.

WHAT WILL I BE DOING?

Customers and Operations

Manage customer & internal inquiries
· Serve as a single OTC point of contact for assigned customers and sales
· Manage all customer interactions via Front Office tool
· Manage solutions to enhance customer service initiatives and to provide consistent service
· Develop business relationships with various partners, both internal and external
· Maintain a full understanding of customers' strategies, policies, and key personnel, as well as Kellogg's terms of sale, internal policies, and key personnel
· Facilitate OTC problem resolution including: Order hold/release, EDI/Invoicing issues, Pricing issues

Manage orders and alerts, returns and refusals
· Manage fulfilment of customer orders to ensure consistent and reliable performance
· Manage the customer order process and interaction from order placement to order receipt
· Perform analysis and communications to reduce/eliminate pricing discrepancies, OS&D, and returns
· Manage the use of SAP by leveraging tools and data.
· Manage limited inventory

Collections
· Proactive chasing to the Customers to ensure payment
· Manage and resolve collection of aged receivables for assigned customers
· Manage credit risk and order hold decisions

Deductions
· Manage and resolve escalated deduction and cash application issues assigned that require direct customer/sales/customer logistics contact

Others
· Ensure consistent application and adherence of all Kellogg OTC policies including adherence to GAAP, SOX and audit requirements
· Trend analysis to drive continuous improvement related to OTC processes and systems
· Maintain a constant focus on achieving and surpassing established metrics
· Work with management and peer groups to maintain Kellogg in top quartile on all benchmarking measures and metrics
· Provide direction and assistance to global team in resolving issues to meet OTC metrics
Cover for other markets as directed by GBS OTC lead

Desired profile

Qualifications :

WHAT DO I NEED TO DEMONSTRATE?

Capability-Building and Innovation
·  Build individual skills and capabilities through learning opportunities such as training courses and on-the-job training; strive to be a process champion or expert for the end-to-end OTC process
·  Contribute to the overall learning of the OTC Team through sharing of best work practices and peer-to-peer coaching
·  Support implementation of improvements for process efficiency, quality and control KPIs
·  Work on special projects and continuous improvement initiatives; identify opportunities to make the processes more effective
·  Participate in pilots or service rehearsals before major changes are implemented; conduct system testing for technology upgrades

Required Education and Experience
·  Language Skills: English, French, Dutch
·  Customer relationship management experience
·  Computer skills, including experience with ERP systems and MS Office
·  Strong knowledge of customer relationship management principles including customer service, collections, deductions, and related activities.
·  Excellent verbal and written communication skills
·  Deep analytical and problem solving skills
·  Strong negotiation and decision making skills

Preferred Criteria
·  SAP: The ability to navigate SAP modules. This may include Master Data, Order to Cash, APO, Return Transactions, Order Management, Pricing, Reserve systems and Contract Manufacturer.
·  Sense of urgency and ownership of resolution, meeting established performance objectives and customer commitments
·  Ability to manage multiple and sometimes conflicting priorities and specific time constraints
·  Solid time management skills
·  Experience working in process driven or shared service center environment

WHAT ELSE DO I NEED TO KNOW?
·  Weekend/ Bank Holiday cover required to manage some customers
·  Please note that we will only accept applications that are made to us via our Careers site.
·  If you experience any difficulty when applying please contact
·  Please note that the closing date may be subject to change. We will interview suitable candidates as they apply so please don't hesitate to take this opportunity to submit your application as soon as possible.
·  If you would like to be immediately notified of new Kellogg's opportunities, please go to 'Create or access my profile' and complete the information required in the 'Job Alerts' section. You will then receive email alerts as soon as new jobs are advertised.