JOB FUNCTION
• GBS (Global Business Services) supports multi-level function services with common governance and consistent management framework. Manages global process standards and common systems to improve services and cost efficiency.
• Order To Cash (O2C) is a set of business processes that involve receiving and fulfilling customer requests for goods.
• Manage end-to-end Order to Cash activities with the overall goal of delivering O2C services, while ensuring customer satisfaction, quality and cost effectiveness.
• Secure the efficient operation flow by receiving and fulfilling internal (Lexmark teams) and external (customer, logistic partners) requests.
• Deliver excellent customer service: ensuring all customer orders are delivered as requested on time, and invoices are paid by the due dates.
• Contribute actively to process improvements & initiatives.
ROLES, RESPONSIBILITIES AND AUTHORITY
All O2C representative:
• Each O2C Representative is responsible for their own customer portfolio.
• Ensures that the proper level of service is provided to the customers & Lexmark teams, in accordance with Lexmark Corporate policies/processes, legal and compliance requirements.
• Understand issues through proper root-cause analysis and provide appropriate solutions/alternatives within the time limits. Follow-up to ensure resolution.
• Continuously support system and process improvement initiatives, projects.
• Create reports - when necessary, from SAP/Power BI dashboards or Business Objects.
• Applies technical, functional and E2E knowledge to resolve issues.
• Assists in external and internal audits, including preparation of support and materials upon requests.
• Based on business requirements – O2C Representative can manage Order to Delivery, Invoice to Cash, or both activities within the O2C organization.
Order to delivery (O2D):
• Monitoring customer orders in SAP (including EDI order management).
• Support customer master data set-up and change requests.
• Monitor, follow-up and communicate daily with customers and internal teams for all Order to Delivery topics (product availability, order block management, shipments, and any other requirements like specific export documents, certificates).
• Handle backorder situations with diligence.
• Builds strong relationships with customers, sales, supply chain teams and other functions for issue resolutions in a timely manner.
• Maximizes customer satisfaction level and secures O2D KPIs results.
Invoice to Cash (I2C):
• Manages cash collection activities to guarantee payments arrive on time.
• Monitors, follow-ups and communicates daily with customers and internal teams for all Invoice to Cash topics (invoices, disputes, payments, direct debit activities, factoring and any other requirements).
• Proactively support cash flow by maximizing cash receipt for the actual month.
• Analyze AR Delinquency report, identify root causes for outstanding items, take actions to deliver I2C KPIs.
• Actively collaborate with customers, credit managers, cash applications, finance and other internal teams for issue resolutions in a timely manner.
EDUCATION & EXPERIENCE
• University or college degree
• Fluent in English and in Polish (any additional language is an advantage)
• Strong MS Office knowledge
• Previous experience, especially in particular area, preferred
• Experience with SAP /Power BI / Business Objects or Project Management would be a plus
SKILLS
• Customer orientation and ability to adapt/respond to different types of characters
• Great Communication & interpersonal skills
• Has a problem-solving mindset
• Ability to learn quickly, and become expert in different system driven tasks and flows
• Proactive, open minded, result oriented
• Accurate, and able to deep dive into details
• Able to work independently, and as a member of a team
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