Customer Experience System Specialist - Sandton - Zoetis

    Zoetis
    Zoetis Sandton

    1 week ago

    Default job background
    Description

    Customer Experience Specialist

    The purpose of this role is to provide exceptional support and manage financial transactions within the SAP system. As the primary point of contact for customer service, operations, marketing, supply chain, and internal colleagues, you will address customers' financial needs and concerns while ensuring accurate processing of transactions.

    You will be responsible for maintaining accurate customer account information, adhering to internal policies and financial regulations, and utilizing SAP to manage data efficiently. Your collaboration with various departments will help streamline processes and support overall business operations, contributing to customer satisfaction and efficient financial tasks.

    Key Responsibilities:

    1. Financial Transactions: Manage and resolve financial transactions within the SAP system, including rebates, pricing adjustments, and account updates.
    2. Customer Support: Provide effective resolution of financial inquiries and concerns on behalf of customers, collaborating with customer service, operations, and internal colleagues.
    3. Account Management: Maintain accurate customer account information, ensuring compliance with internal policies and financial regulations. Assist with opening new accounts.
    4. Data Management: Utilize SAP to manage data efficiently, ensuring accurate record-keeping and reporting.
    5. Reconciliations: Perform regular reconciliations on a monthly & quarterly basis and assist with processing month-end and ad-hoc financial journals as required.
    6. Compliance: Ensure completion of the monthly SOX control checklist and assist with queries during annual statutory and internal audits.
    7. Master Data Management: Update and load customer accounts with master data, coordinating changes between customers and the internal master data team and our logistics service provider (LSP).
    8. Credit Management: Assist in managing customer credit limits, perform credit checks for new customers, and support the Accounts Receivable team with payment allocations and general AR queries.
    9. Payment Processing: Facilitate inward and outward payments, including monthly payments to affiliates for stock-related transactions.
    10. Rebate Management: Load Vistex agreements, perform calculation runs, release rebates in SAP once approved by the Finance lead. Administer rebate accruals on a monthly and quarterly basis and reconcile at financial year-end.
    11. Customer Support: Provide supporting documents, invoices, and credit references to customers as needed to resolve customer account queries and reconcile payments.
    12. Collaboration: Work closely with the customer services team to understand the financial needs of customers when applying adjustments to their accounts.
    13. Training and Documentation: Manage system processes and ensure proper documentation of procedures for compliance and audit purposes.
    14. Coordination: Communicate with supply chain about incoming shipments, releases from quality, and delays to prepare the customer service team for supplying backorders and meeting customer needs.
    15. Support Marketing: Provide product information via the supply dashboard and track the status of incoming shipments to ensure consistent communication across teams like marketing, customer service, and supply chain.

    Organizational Relationships:

    Customer Service Manager (Direct)
    Finance Lead (Dotted Line – Indirect Manager)

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