Invoice to Cash, Business Liaison SSA at CHEP

Key Responsibilities may include:

• Independently manage communication with customers to collect overdue invoices, utilizing various methods such as calls, emails, and written correspondence while maintaining accurate documentation of all interactions.
• Perform cash application tasks, including bank statement uploads, payment allocations, resolving unidentified amounts, and cleaning up unallocated cash via internal tools such as Salesforce or SAP.
• Handle escalated and complex customer disputes, working closely with internal teams (Sales, Finance, Credit, and Customer Service) to resolve issues efficiently and enhance customer satisfaction.
• Conduct account reconciliations, maintain accurate customer contact details, and manage actions such as activating, suspending, or making accounts dormant in alignment with company policies.
• Prepare and analyze reports (e.g., aging reports, cash application status, dispute tracking) to provide insights and drive improvements in collections strategies and I2C performance metrics such as DTP, aged debt, and cash collection.
• Support legal and pre-legal processes, including preparing final demands, liaising with external lawyers, and addressing legal portfolio cases as needed.
• Manage payment plans and ensure compliance with government or regulatory rules where applicable, working proactively to minimize risks related to rejected or returned invoices.
• Drive process improvements and contribute to strategic I2C initiatives by collaborating with internal teams, providing feedback, and implementing enhancements to streamline operations and optimize outcomes.
• Participate in global or regional projects to share best practices and contribute to the continuous improvement of collections processes.

Allocated Business Portfolio

• Control and Maintain portfolio
• Collect outstanding monies owed to CHEP
• Daily Calls, telephone calls using BEP matrix
• Record and follow up on BEP cases daily
• Handling written correspondence from clients as well as relevant Business Managers regarding status of queries
• Providing invoices/statements on requests
• Maintain and update contact details on Salesforce and SAP
• Record and escalate identified queries and related matters to relevant Business Managers
• Prepare, send written correspondence to clients to expedite payment
• Assess, maintain status of accounts by either suspending or activating accounts
• Log cases to Business Managers when accounts need to be made dormant etc.
• Debtors Reviews with Business Managers
• Debtors Reviews with Team leader/Credit Manager on a regular basis
• Clearing payments using SAP system where applicable
• Run open item reports to update accounts not cleared by Genpact
• Processing refund documentation
• Account reconciliations on request
• Address/investigate/follow up on Dunning Letter replies
• Handover delinquent accounts to pre-legal portfolio
• Identifying overdue accounts & escalating them to Team Leader for allocation to pre-legal portfolio
• Negotiating payment plans with clients-update follow up on dunning report
• Preparing and sending correspondence to clients to expedite payments

Invoicing portals

• Upload and flip invoices to relevant customer portals not limited to but including Coupa, Tungsten, Tradeshift, individual customer portals.
• Responsible for monitoring portal status and passing over rejected invoices to relevant collector in Genpact.

Dispute Management

• Monitoring progress and resolution of customer queries through Sales Force
• Escalate disputes to relevant business team member and follow up to maximise cash collections.
• Monitor progress of queries escalated to Business Managers
• Any other adhoc tasks and projects as requested by Management

Skills and Knowledge

• 1-3 years Credit Control and Collections Experience
• Tertiary Qualification - Degree/Diploma in Credit Management/Finance/Commerce
• Extensive experience with Excel, SAP, Finance ERP systems
• Thorough knowledge of Credit Management