Specialist

Join our Finance Team at DHL Global Forwarding, Freight (DGFF) GSC Global Service Centre

Job Title: Expert - Specialist Collection (Order to Cash)

Job Location: Vikhroli, Mumbai

Business Area: GSC, DGFF

Department: Finance

Are you dynamic and results-oriented with a passion for logistics? Join our high-performing Global Shared Services Team (GSC) at DHL Global Forwarding, Freight (DGFF); a Great Place to Work certified organization and one of the Top 20 most admired Shared Services Organizations in 2022 by the independent global Shared Services & Outsourcing Network (SSON).

We are the captive Shared Service Provider for DHL Global Forwarding and DHL Freight (DGFF). We are an organization of more than 4,600 colleagues complemented by approximately 500 virtual FTE (i.e., bots applied in process automation). Our colleagues are based across six service delivery centers in Mumbai, Chennai, Chengdu, Manila, Bogota & Budapest. You will interact with people from all over the world and get the chance to work in a truly international organization.

KEY RESPONSIBILITIES :-

1. Customer Engagement: Reach out to end customers through voice and non-voice processes to share Statements of Accounts (SOAs) within the defined turnaround time (TAT).

2.Dunning: Ensure timely follow-up on payments and manage the dunning process for overdue payments by sending reminders as per the standard operating procedures.

3.Collection Management: Capture and update the Promise-to-Pay (PTP) dates in the Collection Tool (MA!N) after customer interactions. Shall be responsible for follow up on any payment advice not received on time from the customer.

4.Dispute Management: Document and investigate customer disputes regarding non-payment or partial payment of invoices. Collaborate with internal teams to resolve issues.

5.Escalation Management: Escalate any unresolved disputes, payment issues, or other concerns that could delay payment to senior management or relevant teams for timely resolution. The goal is to ensure payments are collected as per the agreed terms

6.Bookkeeping: Send the payment details for posting and allocation, as outlined in the payment advice, to the Cash Apps Team for processing in the accounting system.

7.Account Reconciliation: Conduct regular account reconciliations with customers to address any discrepancies between their records and internal system balances and obtain balance confirmations as needed

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8.Reporting: Maintain detailed records of customer interactions, payment statuses, and disputes, generate regular reports to assess payment performance and outstanding balances, and report any issues, trends, or anomalies related to collections and disputes.

9.Database Upkeep: Ensure the customer database is kept up to date by collaborating with relevant teams to update contact details, such as changes in the contact person, and maintain accurate records.

10.Professionalism: Maintain a calm, patient, and respectful attitude during all customer interactions, always uphold a professional appearance and demeanor, and ensure a positive experience, even in challenging situations.

11.Ad hoc Task: Any additional tasks assigned based on specific circumstances and requirements.

REQUIRED SILLS

Good knowledge of logistics and collections back-office operations.

Strong knowledge of collections processes, including payment follow-up and dunning.

Ability to record, track, and resolve disputes efficiently while collaborating with internal teams.

Possessing excellent verbal and written communication skills, with the ability to explain complex issues clearly and professionally, while maintaining a presentable appearance and interacting effectively with customers and internal stakeholders

Possess the ability to independently manage account reconciliations and resolve discrepancies with customers.

Proficient in maintaining accurate customer records and collaborating with relevant teams to ensure contact and account information is consistently updated.

REQUIRED QUALIFICATIONS

Bachelors degree in commerce, Finance, Business Administration, or equivalent related field.

Masters degree in a relevant field (e.g., MBA, Finance, or Supply Chain Management) is highly desirable.

A minimum of 3 years of experience in Order to Cash processes or a related financial operations role.

Willingness to work across different time zones and flexible shift hours to support global operations.

Proven track record in managing efficient collections processes, with the ability to meet collection targets.

Proficiency in utilizing financial software and systems (e.g., Oracle, Basware), with the ability to quickly adapt to new technologies.

Apply now and embark on an exciting journey with us! We offer:

We recognize and reward your hard work through a competitive compensation and performance-based incentive.

We empower you to learn and grow through training that gives you the knowledge, skills, and abilities to develop into your role and a great range of resources to support your future career aspirations & personal development.

Flexible work arrangements to support work/life balance.

Generous paid time off: Privilege (earned leave).

Comprehensive medical insurance coverage including voluntary parental cover (applicable for IN only)

Recognition & Engagement culture

By joining one of the world's leading logistics companies, you have a chance to explore a wide range of interesting job challenges and opportunities across our GSC service lines and in our different divisions around the globe.

The largest global network with over 30,000 passionate employees.

The most efficient processes and fastest response times.

The best solutions and customer service.