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Key Accountabilities: · In all transactions, takes ownership of the Customer query/account & uses structured questioning to gain a clear understanding of the Customer’s perspective & requirements, as well as Client\'s needs. Shows courtesy & professionalism throughout the transaction & demonstrates commitment to the Customer on a moment to moment basis. · Uses appropriate methods to effectively organize own workload & maintain required progress against individual & team targets. Maintains transparency of actions by making timely & accurate updates to relevant systems ensuring an appropriate level of detail. May involve communications with impacted departments (CT, Sales & Operations etc) to provide routine types of information or feedback. · Reviews and evaluates less complex/low value accounts for assigned Customers to accurately determine their financial/trading status. Evaluation takes account of multiple factors (output from credit reference, trading value, size of Company etc). Makes an initial decision on trading conditions (credit limit, billing cycles, payment terms etc) based on established financial parameters. May review more complex/high value accounts with guidance. Uses appropriate communication method & terminology to relay the initial decision to the Customer (letter, email, call). As required, evaluates options with the Customer & demonstrates flexibility in exploring a compromise solution. Seeks guidance to find an approved solution that protects revenue but accommodates the Customer’s specific requirements. · Reviews and evaluates accounts for assigned Customer queries, seeking guidance on new or exception situations, in order to accurately determine the validity of the query & required actions. Evaluation takes account of multiple factors (P&P that impacts the transaction, terms & conditions of shipping & route cause of error etc). Initiates & co-ordinates actions through to a final resolution working within established financial parameters. · Users an appropriate communication method & terminology to relay the solution to the Customer, taking the opportunity to advise on Customer/Client actions to avoid future issues. When required, demonstrates flexibility in determining a compromise solution that protects revenue but accommodates the Customer’s specific requirements. As needed, escalates & gains approval for decisions outside of established financial parameters. · Keeps the Customer updated on the status of progress. Ensures the integrity of revenue reporting & correct financial records by making accurate & timely entries into the Accounts Receivables & related systems (credits, write-offs, cash applications, refunds etc). All actions are in compliance with financial P&P & the Customer’s specific contractual terms. · Achieves cash flow targets by building a professional relationship with each Customer, setting required expectations in order to ensure timely & full payment for services. Systematically focuses on overdue accounts, initiating contact to identify & remove any barriers preventing payment. Under guidance, may agree tailored compromise solutions to return the Customer to an acceptable trading profile. · Performs required processing duties that enable the effective completion of transactions (apply cash, fax, research un-applied cash etc) within defined financial parameters & controls. Performs support duties including cover for own & other Client Teams.
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