Senior Analyst, Commercial Experience Service Delivery

About the team:

The Process Excellence Accounts Receivable and Cash Applications Stream is part of the Sell to Cash (STC) process. It ensures proper operation of processes from incoming fund allocation on customer ledger, customer ledger maintenance, credit blocked order release to dispute management and reporting.

About the role:

Dimensions of the role

STC deals with some 25.000 customers resulting in some 400.000 orders and collection of around 9 billion GBP an annual base

The role involves performing credit release, accounts receivable, clearing and billing tasks for one or more markets.

Purpose of Role:

Provide premier support for the Customer Experience Team to ensure all orders, credit and debit notes are billed in time, incoming cash is timely allocated from bank account to customer ledger and within customer ledger, credit blocked orders are released with appropriate approvals, write offs and GL reconciliations happen in a timely manner with appropriate approvals.

Role Responsibilities:

Required Capabilities:

• Accuracy, attention to detail
• Ability to communicate clearly in English
• Knowledge of or ability to learn STC process and systems
• Understands and complies to controls in own area
• Ability to effectively prioritise and deliver on promises
• Proactive, solution-focused mind-set and positive can do attitude
• Ability to take ownership for standardization, automation
• Ability to work in often pressurized environment
• Receptive to feedback and is willing to learn from mistakes
• Active team player

Accountabilities

• Handle all Clearing and Billing tasks, immediately call out issues
• Handle customer ledger (cash and credit note allocation, up-to-date information about disputes, write offs, reconciliation)
• Ensure all SAP documents (invoices, credit and debit notes) are billed and delivered to customers
• Monitor interfaces, resolve all interface and EDI related issues
• Raise and respond to Internal Query Management ticket on time as appropriate in order to drive customer queries towards resolution (e.g. price, delivery, A&P, rebate related deductions)
• Manage relationship with STC Customer Experience Team
• Maintain Desktop Training Procedures
• Continuously support standardization and automation, system and process improvement initiatives
• Actively promote the CARM (Sarbanes Oxley)/Control agenda
• Support other STC processing activities (customer data, order entry, price and delivery credit note creation, customer spend, rebate processing)
• Execute Anti-Money Laundering and OFAC checks as appropriate
• Reporting (daily, weekly and monthly reports)
• Any other tasks requested by line manager

Key performance indicators

• Unallocated Cash
• Ledger Quality untexted, unreasoncoded items
• Timely credit blocked order release according to market needs and 3PL order transfer timelines
• Timely direct debit and outgoing payment runs according to market needs
• SLAs
• No hidden operational risks and issues
• No control failures

Experience / skills required:

Essential

• High accuracy
• Fluent English language skills company language
• Solid PC literacy, strong Excel skills

Desirable

• College or university Degree
• Experience in a Finance / Accounts Receivable role
• STC process knowledge and working experience
• System skills (SAP Order to Cash knowledge)

Barriers to Success in Role (Optional):

• Lack of English language knowledge
• Lack of accuracy, attention to details
• Difficulties in setting priorities and in working independently
• Difficulties with demonstrating ownership
• Not a team player.