Db & Customer Support Lead

Responsibilities:

• Provide support to Customer Account Specialists, enabling achievement of critical customer initiatives and KPIs including: on time delivery, fill rate, returns/deductions, supporting major retailers. Review and validate customer claims and deductions
• Conduct monthly payment reconciliation for all credit customers - Reconciliation part. Prepare information (payment track record) for terminating customers (due to bad payment record or other reason)
• Maintain Customer Master Data and Maintain policies, processes, and tools.
• Review distributor and customer dashboards (Claims data, incentives, D&A)
• Manage customer service issues (create service ticket, coordinate with Zone Admins). Generate weekly reporting to track ASN compliance by bin /RSRs. Distribute weekly reports to Field leaders via email
• Complete weekly analysis and reporting of fill rate against customer order (95% standard) to ID root causes
• Drive and supporting continuous process improvement and standardization in order to increase efficiency
• Report shared service performance on Customer/DB Management order to Markets/Cluster and Sales Lead
• Participate in regular operational review calls with Business Partners and Business Leaders
• Issue / amend the pro-forma invoices according to the monthly plan and sending them to distributors.
• Coordinate with the treasury and finance teams to confirm all money collection details across all different types of payment terms.
• Prepare all the required documents of every shipment (such as, Final Invoice – Packing list - Certificate of Origin – health certification) & posteriorly dispatch every document to the concerned party