We are a renowned global IT service and consulting company, presently developing our tech footprint in Lisbon (Parque das Nações). We have a new project starting April 2021 in Lisbon for a big player in the oil and gas industry.

Tasks

Main Responsibilities

Work as an Individual Contributor to some of the key responsibilities from the following overall items listed below ?

• Subject Matter Expert for process updates, exceptions handling; trainings and refresher facilitation; dispute resolution - monitor and oversee credit/debit note creation and cancel/rebills due to service requests and volume or price adjustments


• Drive RCA, Quality control framework and be a coach to the team


• Perform root cause analysis and resolution on queries and facilitate and conduct timely resolution.


• Create a 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 AR 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 a focus on First Contact Resolution and low customer effort.


• Adhere to TAT and accuracy, report KPI's/SLA's as per agreed timelines.


• ? Proofreading (European languages), basic translation, mass communication, price communication, and ad-hoc requests.

Functions

• Invoice Management including


• Billing


• Dispute Management


• Account Setup & MDM


• AR including


• Collections & Cash Applications


• Ledger Account Management


• Customer Inquiry and Service Request handling


• Client Solutions


• Order Processing

Type of Process

Voice/Chat/Email/Data Entry

Soft Skills

• Excellent communication abilities


• Good listening and comprehension abilities


• Ability to effectively communicate, probe, and understand customer issues and provide first call resolution


• Good interpersonal and issue resolution skills


• Strong collaboration and coordination skills.

Requirements

Qualification and Experience

• Graduate/Masters in any discipline. Preferable: Graduate/Masters in Finance or accounting.


• 3-4 Years of relevant experience.


• Required Language Thresholds


• Finnish: (Minimum C1 or Native-Level Fluency).


• English: (B2-Independent User Level).

Domain Experience

Any one of the following functional experience will be required:

• Order Management


• MDM


• AR


• Billing


• Accounting / AP

Logistic Experience

Technical Application

• User Experience - SAP (Preferable) or any other ERP (Oracle, Siebel, PeopleSoft, SFDC etc.)

Very good MS Office skills

Benefits

We're offering these benefits

• Competitive Salary.


• Relocation Package,


• Meal Allowance on Card.


• Career Progression Opportunities.


• Parenthood Program.


• Well-rounded Health and Life Insurance Packages.


• On-site gym: includes indoor pool access, fitness classes, and a football pitch.