Customer Issue Resolution Analyst

4 weeks ago

Bracknell, United Kingdom Consult Full time

This is a fantastic opportunity to join one of the largest science and technology companies in the world. The Customer Issue Resolution Analyst is mainly responsible for delivering effective improvement activities driving high quality services in Dispute,Returns/Credits, and Credit & Collections Management and Resolution.

This is an analytical position, working closely together with Customer facing representatives, Quality Teams, and partnering with internal clients and cross-functional team members to drive improvement results. It is needed to have a comprehensive analyticalmindset, good understanding of business processes, procedures and information.

This position is predominantly home based with the need to go into the office 1 day a week.

**Responsibilities**:

- Handling customer issues related to credit blocks - this includes follow up on Information logged from collection activities in Salesforce, evaluate historic payment behavior, agreed payment plans.
- Analyze dunning strategy and execution to ensure optimal dunning strategy is updated and executed in consistent and most efficient manner, using automation to its optimal potential.
- Analyze collection efficiency and daily inflow and execution to ensure collection case inflow and outflow is executed in most efficient way.
- Follow weekly KPI for Tier reviews and Salesforce dashboards and CIR reports to perform root cause analysis to identify short and long term improvement activities needed for back-to-green performance.
- Must be able to work and handle sensitive/confidential financial data.
- Knowledge and use of SAP & Salesforce systems. Maintain and remain current with all SAP training and certifications.
- Interprets and follows all policies and regulations, investigates problems, and communicates with other departments and providers to research and resolve root causes.
- May provide training to new employees and other members of work groups, including customer service, on credit systems and topics. Participates on EMEA process improvement teams.
- An individual employed in this position is expected to broaden their knowledge of credit policies and principles and strengthen skills in analysis, reporting, negotiating and presenting.

**About You**:

- Experience with customer service processes and systems - SAP and Sales Force.
- A minimum of 2-3 years relevant working experience is required.
- Minimum two combined years of customer service, finance, supply chain or sales experience.
- A Bachelor level university/college degree is generally required. In some countries, a 2-3 years technical/vocational/trade school degree may be equivalent.
- Lean Six Sigma Green Belt trained
- English language capabilities and additional language a plus
- Ability to prioritise workloads.
- Experienced user of Sales Force, SAP or equivalent order management or finance systems preferable
- Accurate, numerate and able to demonstrate basic service to internal clients, be able to respond to questions relating to the work performed.
- Remote working with 1 day in the office per week

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