Credit to Cash Advisor

Customer Service

Reporting to: Customer Service Team Leader 

Department/Function: Customer Service 

Location: Maia, Portugal

Purpose of the position

 Manage a selected portfolio of customers to achieve cash collection and aged debt targets in line with the overall DSO of the respective country.

Main responsibilities

  • Proactively handle collections within a portfolio of customers, being responsible and accountable for the collection process in the portfolio, based on policies and procedures defined by the company
  • Build  a relationship with customers which leads to good payment behaviour
  • Analysing and deciding on the level of credit worthiness of customers (for payments and deliveries) based on internal and external information, policies and procedures defined
  • Contacts and build connections with all stakeholders that potentially enhances collections (Sales team, Disputes management, Order entry, Billing, Collection agency, others).
  • Resolving complex customer queries that directly support the payment of outstanding debt. Owning the query to a conclusion
  • Ensuring proper financial measures for collections
  • Advising on reconciliation and under/over payments
  • Handle insolvencies
  • Own more complex credit management issues when required from the Front Office teams

Key interfaces

  • Customer
  • Order entry 
  • Customer service 
  • Back-office 
  • Sales

Required critical behaviours or competencies (suggest ca. 5)

  • Business Acumen
  • Results Delivery
  • Customer Focus
  • Role Modelling
  • Functional and Technical Competence
  • Cross-cultural communication and collaboration
  • Influency

Required key skills (functional/technical)

  • Able to communicate efficiently by phone and email with customers on a daily basis (handling request, complaints etc)
  • Empathic communicator, able to demonstrate conflict resolution skills
  • Build relationship and credibility with internal and external customers
  • Time management: Highly organized, adaptable individual with effective time management and prioritization skills
  • Proactive, focused on responding promptly to actions and solving complex situations in a process-driven environment
  • Analytical and problem solving skills

Required qualifications/experience

  • Minimum required Secondary school (High School)
  • Customer Service experience  (customer support, handling customer complaints), minimum 1 year
  • Previous experience in Order Entry /Back Office/Sales preferred
  • Language spoken in the specific market (native or C2: Dutch, French, Portuguese or Spanish) and English level B1 (preferred)
  • SAP/ERP Basic Knowledge (preferred)
  • Excel Knowledge (Pivot Tables, Formulas (vlookups, conditionals etc) - preferred

Send your CV if interested in this position