EXECUTIVE-O2C DEDUCTIONS
ConfidentialPune, India30+ days ago
Job descriptionProcess deductions for KBNA (Kitchen & Bath, NA) which includes recognizing, coding, investigating, and resolving deductions of medium / low complexity reason codes from customer accounts, focusing on reduction of outstanding deduction quantity, cycle time, and value. Receive, prioritize, and respond to customer inquiries via phone, e-mail, and fax; will require work in customer portals. Learns and understands basic Customer Service order & claim processes, basic order fulfillment, and physical distribution network principles, including reverse logistics. Keep meticulous records of all deductions, including supporting paperwork and correspondence history. Write and maintain all SOP's relating to deduction processing. Support O2C GPO team in project work such as system implementation / enhancement or business process change initiatives to the extent impacting deduction processes. Actively use adequate and timely root cause analysis methodology to understand problem Identify potential areas for process improvements and automation including robotics for deductions processing.
The Deductions Exec will collaborate with the Deductions AM and other team members to :
- Identify, code, and process the deductions portfolio that they have been set with mindset of the end-to-end processes, customer centricity, suggesting improved processes where appropriate.
- Achieve service delivery goals.
- Interact and build business relationships with key business stakeholders, involved in the deductions processing, i.e. : Customer Services, Supply Chain, Cash application, Credit & Collections (relates to both internal and external customers)
Key Responsibilities
Skills Required
Customer Service, Robotics, Process Improvement, Automation, Root Cause Analysis
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EXECUTIVE-O2C DEDUCTIONS • Pune, India