German Language Expert

Job Summary

At a high level, activities will encompass standard customer interaction and back-office activities for a dynamic business managing end to end segments related to customer inquiry and service request handling, customer contract administration, customer account activation, order management, supply management support, invoice management, accounts receivable and cash application handling, account management, as well as wet stock management.

Type of process: Voice/Email/Data Entry

Principal Roles and Responsibilities: (Essential Function)

Functions: Invoice Management Billing and Dispute Management; Account Setup & Master Data Management (MDM); Account Receivable (AR) Collections & Cash Applications, Ledger Account Management; Customer Inquiry and Service Request handling; Client Solutions; Order Processing.

Key responsibilities would include:

• Create 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 Account Receivable 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.

Principal Roles and Responsibilities: (Essential Function)

Functions: Invoice Management Billing and Dispute Management; Account Setup & Master Data Management (MDM); Account Receivable (AR) Collections & Cash Applications, Ledger Account Management; Customer Inquiry and Service Request handling; Client Solutions; Order Processing.

Key responsibilities would include:

• Create 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 Account Receivable 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 focus on First Contact Resolution and low customer effort.
• Proofreading (European languages), basic translation, mass communication, price communication and ad-hoc requests.
• Adhere to TAT and accuracy, report KPI's/SLA's as per agreed timelines.
• Perform any ad hoc activities as required.