Customer Deductions Manager
hace 4 semanas
This position reports to the Senior Manager Order to Cash LatAm, responsible for the end-to-end process of chargebacks clearing. The position manages US$80M in customer deductions per year and includes servicing 5 different countries: Mexico, Colombia, Peru, Chile, and Argentina. The position will have eight direct reports, all based in Mexico City (Claims Analysts level).
Responsibilities:- Lead and coordinate researching and resolving customer deductions for all divisions in a timely manner (chargebacks should be cleared within 60 days from creation). This requires effective management of 2,000 chargebacks/transactions created every month on average.
- Control and oversee timely processing of customer payment deductions to secure adherence of charges to agreed commercial contracts and clear these timely after the short payment or invoice is received.
- Work in permanent alignment with multi-functional teams to secure supporting documentation and timely flow on approvals and chargebacks clearing.
- Initiate and follow up approval process for deductions according to approved Schedule of Authority through established systems.
- Control and ensure the processing/clearing of deductions according to the appropriate resolution nature: Payment, Credit Note, or Rebill.
- Oversee and control the issuing of credit memos, payments, or rebills according to local tax regulations.
- Ensure chargebacks clearing process is handled accordingly to policies and procedures.
- Oversee and coordination with Accounts Payable the payment of invoices related to customer agreements, when applicable, according to internal policies and procedures.
- Ensure reason codes are correctly and timely updated in the system (SAP).
- Initiate and follow up of formal claims with customers on rejected deductions through the available channel set by customer.
- Drive root cause analysis on Customers with repetitive deviations on authorized vs taken deductions.
- Prepare forecast of chargebacks clearing for the month and quarter based on corporate targets and lead the process and team to secure forecast achievement.
- Develop and generate weekly reports to track status on chargebacks submitted for approval, make interventions on approval delays, and achieve an appropriate synchronization on approval lead-times to secure a smooth and timely approval process.
- Prepare and distribute reporting for chargeback clearing results (daily trackers, weekly Actual vs Forecast results, balance by status/nature) to drive action for securing target achievement and support customer accrual sufficiency analysis.
- Coordinate and execute month-end closings activities related to Claims management.
- Support internal and external financial audits on Order to Cash processes.
- Develop and maintain/keep current strong knowledge of Customers claims policies.
- Identify opportunity areas in Claims team processes and capabilities and act to correct/strengthen any deviation.
- Manage and develop LatAm Claims team including goal setting, performance evaluation, low performance interventions, to secure the right capacity, profiles, and capabilities to achieve OTC objectives.
- Contributes to a work environment that encourages knowledge of, respect for, and development of skills to engage with those of other teams.
- Create and maintain strong relationships with internal/external customers to leverage on them to achieve results.
- Customers visits as needed to address deductions related issues.
- Communicate and escalate situations in a timely manner.
- Engage with and influence other areas involved in the OTC process to resolve issues (Sales/Sales Admin/BDS/Finance/Customer Service/Supply Chain/Technical Service).
- AR related reporting for Management/Internal Customers
- Up to 5-year experience in multinational companies (fast rotation consuming goods preferred).
- Bachelor's degree in accounting, Finance, Economics, or related.
- SAP experience (FSCM knowledge is a plus).
- Strong customer service and client relationship building skills.
- Strong organizational and communication skills are a must.
- Fluid English speaker (80%).
- Excellent written and oral communication skills, high energy, action-oriented.
- Retail customer's website/portal experience (Soriana, Chedraui, WalMart, HEB, Casa Ley, Elektra, Lumen, Office Depot, Office Max, etc).
- Proficiency in Microsoft Office Applications including Microsoft Word, Excel (Advanced), and PowerPoint required.
- Excellent analytical skill and ability to meet processing deadlines.
- Ability to work independently as well as part of a team.
- Qualified candidates must have a proven record of results, commitment, ambition, and drive toward establishing and achieving goals.
- Candidate must demonstrate leadership ability.
- Superior organization and attention to detail.
- Able to identify and implement innovative solutions to meet business requirements.
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