Customer Service and Collection Manager

Job Objective:

The Customer Service and Collections Management will be led by a leader who supervises both departments, utilizing the SAP system to ensure customer satisfaction and company liquidity through efficient management of credit, payments, and debt collection.

Main Functions and Responsibilities:

• Assignment of credit portfolios
• Analysis of financial metrics
• Implementation of overdue collection recovery strategies
• Team Management: Lead and develop the customer service and collections team, assigning portfolios and ensuring compliance with objectives and quality standards.
• Credit Management: Supervise the credit investigation process for granting credit, analyze and authorize credit limits, and supervise account traceability.
• Collection Process: Manage the recovery of overdue accounts, negotiate payment agreements, resolve discrepancies, ensure timely collection of debts, and ensure compliance with company KPIs.
• Customer Service: Resolve complex customer inquiries, complaints, and problems, ensuring high-quality service and improving customer satisfaction and loyalty.
• Use of SAP: Manage and leverage SAP functionalities for customer management, accounts receivable, invoicing, metric analysis, and financial reporting.
• Analysis and Metrics: Monitor and analyze key metrics (such as ARPU, staff turnover, FCR) and develop strategies to increase revenue, customer loyalty, and reduce delinquency.
• Reporting and Regulatory Compliance: Generate financial reports for senior management, ensure compliance with regulations and internal policies, and participate in the preparation of accounts receivable budgets. Management of internal and external audits.

Experience, Skills and Knowledge:

• Education: Bachelor's degree in Business Administration, Economics, Finance, Accounting or a related field.
• Previous management experience of at least 7 years in customer service and collections in global companies.
• Extensive knowledge of the SAP system and its modules, especially FI (Finance) and SD (Sales and Distribution).
• Languages: English B2-C1 (Advanced) is required.
• Leadership, teamwork, negotiation, effective communication and ability to make decisions under pressure.
• Data analysis skills, problem-solving and a results-oriented approach are required.
• Relationship Areas: Sales, Finance, Production, Logistics, Management.