EXECUTIVE-O2C DEDUCTIONS

The Deductions Exec will collaborate with the Deductions AM and other team members to:

• Identify, code, and process the deductions portfolio that they have been set with mindset of the end-to-end processes, customer centricity, suggesting improved processes where appropriate.
• Achieve service delivery goals.
• Interact and build business relationships with key business stakeholders, involved in the deductions processing, i.e.: Customer Services, Supply Chain, Cash application, Credit & Collections (relates to both internal and external customers)
  

Key Responsibilities

• Process deductions for KBNA (Kitchen & Bath, NA) which includes recognizing, coding, investigating, and resolving deductions of medium/low complexity reason codes from customer accounts, focusing on reduction of outstanding deduction quantity, cycle time, and value.
• Receive, prioritize, and respond to customer inquiries via phone, e-mail, and fax; will require work in customer portals.
• Learns and understands basic Customer Service order & claim processes, basic order fulfillment, and physical distribution network principles, including reverse logistics.
• Keep meticulous records of all deductions, including supporting paperwork and correspondence history.
• Write and maintain all SOP’s relating to deduction processing.
• Support O2C GPO team in project work such as system implementation/ enhancement or business process change initiatives to the extent impacting deduction processes.
• Actively use adequate and timely root cause analysis methodology to understand problem
• Identify potential areas for process improvements and automation including robotics for deductions processing.