European Key Account (Junior) Expert

Job description

Ref: req33891

Job Purpose

To effectively manage and control the European OtC processes for DHL's largest Strategic, MNC and CSI customers, guaranteeing continuous cash flow, customer satisfaction, elimination of errors at source and compliance to terms and conditions that impact key KPI's such as DSO, DQO, Credit Notes, Bad Debt and % overdue.

Principal Accountabilities

Content

·  To manage the Accounts receivable ledger for one customer across Europe by liaising frequently with the customer shared service center, budget holders and Freight Payment Agencies, GCM, RCM and Local KAM
·  To guarantee that all contractual conditions (exemptions, exceptions, invoice formats, invoice frequency, tariffs, payment terms, etc.) are being applied correctly across all billing systems and to ensure consistency of OtC processes for the customer, by liaising with the required DVRA, Billing, EDI and CMF resources in each country
·  To deal with all customer invoice related queries and to ensure that all issues are carefully analyzed and actions are taken to avoid any repetition of the root causes
·  To ensure that the customer is contacted (phone, E-mail) at the appropriate intervals (according to treatment plans), that promises to pay are kept, that all queries are properly recorded and managed and that relevant collection systems are updated in an accurate, professional and understandable manner
·  To continuously monitor the ageing and guarantee optimal behavior of the overall customer portfolio ensuring all individual targets are consistently met.
·  Understand and maintenance of customer specific treatment plans.
·  To manage open items of the customer ensuring payments are correctly and timely received and allocated and that the accounts are kept clean
·  Ensure a proper reconciliation between our AR ledger and the Customer AP ledger
·  To create monthly reporting files, bi-weekly overviews, quarterly steeringboard presentations, bi-yearly customer summary and other adhoc reporting activities to inform all key stake holders whenever necessary
·  Understand and maintain a thorough understanding of the Payables structure of the customer and optimize the Billing, Collection and Payment process at DHL to optimize the end to end process and customer experience
·  Maintain proper documentation of customer treatment plan and customer profile.
·  To organize and coordinate yearly clean up exercise to analyze the customer's number of accounts and ancient debt.
·  Follow all OTC restrictions and policies in line with DHL compliancy and with contractual conditions. Sell 'our eBilling solutions as much as possible to the customers to reduce copy doc queries and also shorten the time between invoice date and invoice received by customer
·  Ability to do a full in depth analysis of the customer's payment behavior.
·  To continuously monitor the external market for customer trends/issues to minimize any cash flow risk to DHL.

Relationship

·  To maintain a good and professional relationships with key internal and external stakeholders surrounding the managed customers
·  Build and maintain a European network with (local) CMF and Billing departments in order to optimize the OTC service delivery for our Key Account (CSI and MNC)
·  To discuss, coordinate and escalate ‘relevant and significant' collection issues to the respective stakeholders (Country and European CFO, Country AR Managers, CSI managers and MNC managers) following the Global CSI AR Treatment and Escalations process.
·  Grow into a knowledgeable Expert for the commercial community when it comes to all Finance related topics. To be able to represent DHL when necessary to negotiate any invoice related issues and contractual conditions (ensuring all relevant data and knowledge has been gathered prior to customer contact.

Knowledge / skills /experience

Experience

·  WO/ HBO level education
·  3-5 years of work experience at Bacheler level in a in a related field (e.g. finance, sales, business analyst, customer service) –strong preference for candidates with experience in multiple fields (eg Collections, Query Handling, AP, Billing, Customer Service, Sales)
·  Experience with multi-million portfolios and international sensitive customers
·  Experience in Microsoft Office, especially Excel, Power point and Acces.

Skills

The ability to combine excellent communication skills with strong analytical skills; preference English and one other foreign language

Knowledge

·  The ability to understand the end to end Order to Cash process and to translate
this to own specific customer
·  A combination of in depth knowledge of Collections, Billing, Query Handling,
Accounts Payable, Duty Billing and CMF
·  In depth knowledge of the DHL OtC policies and Billing NSS guidelines that
impact DHL customers on a day to day base.

Grade 7 or 1A (depending on the level)