Customer Service Analyst at Guinness Ghana 2024

You will support the E2EC Africa Lead and the local Finance & Sales Directors in the continuous improvement of the end to end OTC process in order to drive further value for the business. This role also brings up and find solutions to risk exposures.

This will be achieved by developing an outstanding OTC process, with robust controls, the minimum manual intervention and transactions processed right first time

Job Responsibilities

Monitoring of required OTC’s KPI’s and trends to improve the market performance & course correct where nvitalto ensure the best possible performance.
Supervise the Sales Ledger balance and aged debt profile and pro-actively manage timely cash receipts and the target achievement, working through the Credit team in SSC and markets to achieve this. Supports with cash steering committee prep and attendance where relevant.
Review of sales invoiced to physical goods dispatched, Shipments vs Depletions to define what credible SIT levels for full and empties should be in other to minimise credit exposure but improve growth potential.
Provision of OTC financial information on ad hoc basis to senior management and ensuring a CARM compliant Order Management control environment for GGB plc
Providing mentorship regarding OTC processes & execution queries to senior management and internal/external auditors.
Management of reclamation of goods in the event of account closure, own the interaction with customers for settlements as the need arises
End to End oversight of customer issue resolution and partner concern point for order and returns management etc to ensure customer happiness and excellent service level
Monthly customer performance investigate and engagement on sales, payment & default patterns and empties management patterns with the priority being any distressed, high risk customers and high growth potential customers.
Offer support services and advices to customers on key business decisions.

Job Qualifications

Demonstrated experience in FMCG environment
Strong customer handling skills and service-oriented
Proven track record to develop & lead teams
Demonstrated collaborator management
Proven ability to stand up for business principals
Minimum of 3+ years in PQE commercial environment, supporting the delivery of business improvement
Has significant financial knowledge and willingness to improve day-to-day
Has strong interpersonal and communication skills
Ability to analyse measures and to understand business impact
Makes suggestions on improvement actions to achieve business goals and improve business performance
Solution-oriented