About the role
The OTC Collections Clerk II, reports directly to the OTC Credit and Collections Supervisor of Global Shared Services Center in support of its mission to leverage resources on a global scale through the use of shared services to reduce costs, maintain or increase customer service, and build new capabilities.
Responsibilities include the delivery of Best In-Class OTC processes in accordance with negotiated Service Level Agreements.
The OTC Clerk II will implement and execute process strategies within the following broad functional areas : Deductions Settlement Ensure customer deductions and discrepancies are properly handled and resolved.
Key accountabilities and responsibilities
Working on analysis and resolution of customers deductions and claims.
Coordinating with the Customer Service and commercial local team to make sure the rectifications and / or credit notes concerning price differences, product differences, returns and commercial agreements are posted on customer accounts in time.
Keeping customer reconciliations updated
Identify the price differences in each payment and report them to the customer service team
Send deductions to the commercial team, and ensure their correct processing through the process flow
Coordinating with the Cash Apps team to make sure the nettings are applied accordingly.
Processing of the release of orders, through the approval matrix established in the global credit policy
Becoming a problem solver of issues reported by customers and key stake holders.
Daily review of customer portals and official e-mail.
Uploading of customer invoices (deductions) to the system (SAP) to be processed.
Coordinating with commercial team to make sure the customer invoices are codified to be able to clear the deductions in the customer account
Constant contact with Sales team and customers to request the customer invoices pending to receive.
Developing a mindset of continuous improvement by constantly striving for ways to :
Leverage process efficiencies on a global basis
Drive down end to end process costs while improving quality and performance
Interacting and collaborating with local business partners and global process owners to identify strategic opportunities through which GBS -
COSTA RICA can drive additional value for Bacardi active participation in the GBS - COSTA RICA Governance process
Measures of success
Strategy : Execute strategies established by the OTC Manager to gain efficiencies, reduce cost and to provide visibility to other areas (Customer Services, Sales teams, Logistics) about potential improvement areas impacting the GBS process.
Alignment : maintain alignment with GBS - COSTA RICA and global process strategies through active interaction with the Local Commercial Team, Customer Service, Logistics and Local Finance.
GBS - COSTA RICA Leadership.
Process Efficiency & Effectiveness : review and provide input to targets for global cost / service level performance metrics consistent with the defined process strategies, manage GBS process team to achieve targets, communicate GBS process team’s productivity and results on a regular basis, ensure that process documentation is complete and current within established standards, keep abreast of new technologies and practices used in process through external learning and networks
Continuous Improvement : review and provide input to process improvement ideas and prioritization, ensures that work plans are completed for improvement initiatives and monitors implementation progress, assist in conflict resolution process work and actively manage the escalation process.
Leadership : Have a clear understanding of expectations for the global process strategy and direction, identify barriers to teams’ success and requests internal and external support to resolve issues, persuades key stakeholders and business partners to drive resolutions.
Critical experiences for success
To be successful in this role you will have / be :
Experience with the US & Canadian market
Proactively partners with internal and external customers to identify trends and resolve issues causing late payments or deductions
Analyze customer accounts (reconciliations, deductions and unearned cash discounts) in order to reinforce terms, expedite early payments, and maximize cash flow
Knowledge and involvement in deductions and collections (order release), Cash Apps processes will be a plus
Prior experience using SAP and working knowledge of US GAAP.
Excellent problem-solving abilities with experience in process and quality analysis
Ability to handle multiple and changing priorities while working in a matrixed organization
A customer focused service delivery specialist with global orientation.
Works cooperatively as a member of a team and is committed to the overall team objectives rather than own interests.
Knowledge and experience with Microsoft Office Basic Tools (Excel, Power Point, Outlook, One note )
Business and process knowledge and a commitment to continuous improvement.
Minimum of one-year professional collections experience in progressively responsible roles. Accounting is a plus
Ability to work in a fast-paced environment and successfully manage a rapidly changing environment.
Schedule : Starting at 7 : 00 AM Costa Rica time
Languages : Spanish, English (70% at least)
The following experiences are preferred :
Experience in the Spirits and / or FMCG industry is a distinct advantage
Strong knowledge on the OTC processes (Credit & Risk, Collections, Cash Application, Order release)
Experience in Oracle and other customer portals.
Experience in Shared Services environment preferred
Proven positive results on stabilizing process after migrations to Shared Services Center
Previous experience on managing the core activities :
Price differences analysis
Merchandise differences analysis
Commercial agreements analysis (Rebates)
Relevant education : B.S. degree in process in a financial, accounting or business-related field; degree associated
Our ways of working
Our family legacy has positively influenced our ways of working and has shaped the values to which our employees aspire.
We’re caring, like a family, and not only internally, but also in the wider communities in which we operate. This is demonstrated by our commitment to both act responsibly and promote the choice to drink responsibly.
We trust one another, and through that trust are able to forge strong teams and networks that empower our matrix organization structure.
We’re passionate, reflecting our Latin heritage, and this means that we commit more than just time to our work : we commit energy, heart and soul.
We are dedicated to being a role model in our industry, and we approach everything we do with Integrity First. Together, our values help us create what we’re most proud of : our True Heart and Winning Spirit both in our home markets and across the world.