Customer Deductions Manager
hace 2 meses
Job Summary:
This position reports to the Senior Manager Order to Cash LatAm, responsible of end-to-end process of chargebacks clearing. The position is responsible for managing US$80M on 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 its 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.
Business Partnership
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
Key Qualifications:
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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