Job Description

Job Purpose

The Shared Services STP Service Desk Senior Assistant will identify and respond to internal and external customer’s needs. They are the primary point of contact for STP related queries and will provide service-orientated first level support. They will be responsible for handling STP related quires received as inbound calls, e-mails, faxes, from employees, vendors and approved third parties, ensuring data deficiencies are resolved in a timely manner.
The position will be tasked with driving and delivering STP service excellence to the business with an emphasis on customer service and continuous process improvement to further enhance the STP service level and effectiveness expected throughout.

Key Responsibilities

• Responsible for delivering high quality services to key customers (who include Customers, Suppliers, Employees, Executives, Regulatory Bodies, etc)

• Ensures that CCEP policies are adhered to (e.g. approvals, financial guidelines, etc.)

• Service-oriented handling of enquiries with communication, in local language of the customer, of information by telephone and in writing (email)

• Capture and recording of enquiries, including creation of a case/ticket, with all necessary information and relevant business details for the queried transactions

• Analysing and documenting root causes of problems related to Accounts Payable, including Purchase Orders

• Collaboration with other departments and Business Units in order to resolve the issues effectively

• Maintaining good relationship with suppliers and stakeholders

• Ensures that the daily activities, within his/her responsibilities, are fulfilled according to the timetable agreed with Team Leader and desktop procedures

• Demonstrates knowledge of respective F&A processes and procedures

• Provides feedback and support to the STP Service Desk Team Leads and STP Service Desk Manager in driving end-to-end standard STP processes, CI initiatives and Projects, across the CCEP business

Key Stakeholders

Internal: STP Accounts Payable Team and BU Finance teams

External: N/A

Experience required

• Minimum 2 years STP/Accounts Payable/Service Desk experience in a multinational organization and/or Shared Services environment

• Experience of creating, managing and analyzing records/data through computerized systems, ideally in multinational organization and/or Shared Services environment

• Ability to assess a problem and escalate it to the appropriate level

Language Capability & expert level

Fluent in English and German

Education & Qualifications required

• University degree or equivalent

• Strong ERP experience essential, preferably SAP

Capability required & Expert level

• Analytical Thinking – Foundational

• Relationship Management – Foundational

• Collaborative Influencing - Foundational

• Finance Operations and Accounting – Foundational

• Process Excellence – Foundational

• System Literacy - Intermediate

Behavioural Capabilities

• Strong focus on providing the highest level of customer service

• Excellent communication & interpersonal skills

• Strong team player

• Time management, planning and organization