Job Description

Job Purpose

The role is responsible for the daily Customer Service Front Office operations for Spain. The position will drive and deliver Customer Service excellence to the business emphasizing continuous process improvement. The purpose is to continuously enhance the Customer Service level, efficiency, and effectiveness. Build strong relationships with the Spanish Business Unit (BU), particularly with the retained SSC partners, Commercial team, Finance team, etc. This role will also support the transition team to ensure the successful migration of all Customer Service in-scope activities to the SSC. The role is tasked with managing a portfolio of customers and direct phone communication with indirect CCEP customers (local and regional/national on premise) to advise on their requests related to billing, orders, payments, etc.

Key Responsibilities

• Independently manages the daily tasks for the assigned portfolio of customers and ensures monitoring of the accounts supported by a detailed financial analysis to achieve or exceed targets and metrics;
• Diminishes bad debt risk by increasing the collections for all receivables and assists with order management where needed;
• Analyzes and process various disputes raised by the customers, and undertakes the necessary actions to resolve the dispute, such as coordination between departments and monitoring the completion of the pertinent procedures in the correct manner and on time)
• Immediately engages the management team and Sales when identifying any significant account deterioration and/or any critical disputes which might be a potential bad debt account;
• Ensures customer queries (related to invoicing and payments, account reconciliation, banking issues, balances, and other requests for information) raised through the different communication channels (over the telephone, e-mail, Customer Portal, others) are handled in a timely and efficient manner;
• Supports the Monthly and Annual closing activities for timely closure;
• Assists in trainings wherever required, updates process SOPs, keeps an up-to-date version of own portfolio account`s handbook;• Proactively looks for improvements to the current collections and dispute management process to bring in continuous improvement;
• Assures that the appropriate internal control environment and SOX compliance are maintained along with compliance to all legal and regulatory requirements;
• Training customers in the use of the Customer Portal (MyCCEP), so that its use is encouraged as well as the self-management of customers in terms of consulting invoices and other information available to them;
• As requested, undertakes projects or activities not specifically outlined above.

Key Stakeholders (internal and external)
Internal:

• Commercial (Iberia): Front Office
• Commercial (Iberia): Sales Team
• Customer Service & Supply Chain (Iberia): Customer Improvement
• Shared Service Centre (including Master data) and local finance teams

External:

• Teleperformance
• Partner Distributors

Qualifications Required

• Medium-grade studies
• Experience in Client Portfolio Management

Language capability

Spanish and English (minimum C1)

Functional technical skills required

• SAP
• Customer service
• Reporting tools (excel, BW, BI, PowerBI, …)
• Processes and systems
• Organizational Skills (Prioritization, Time Management…)
• Order to cash process

Capability required & Expert level (Capability Framework)

• Analytical Thinking – Foundational
• Relationship Management - Foundational
• Collaborative Influencing - Foundational
• Finance Operations and Accounting - Foundational
• Process Excellence – Foundational
• System Literacy – Intermediate