Specialist - Finance - OTC Collections

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

Job Title: Specialist – Finance (Order to Cash - OTC –voice / non-voice Collections)

Job Grade – M

Shift timing - Night shift 5:30pm login

Job Location: Chennai

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 a truly international organization.

An Order to Cash Voice Collections Specialist focuses on directly communicating with customers to address and resolve overdue payments, employing phone calls and other communication tools for reminders and negotiations. They are tasked with reconciling accounts, maintaining accurate interaction logs, and delivering high-quality customer service with a professional demeanour. The role also involves monitoring credit limits to prevent overtrading and escalating unresolved accounts to key stakeholders, ensuring timely interventions such as credit holds.

Key Responsibilities:

• Initiating contact with customers to address overdue accounts using phone calls, emails, letters, and other communication methods.
• Sending payment reminders and follow-up messages to encourage timely payments.
• Negotiating payment plans that are mutually beneficial to both the customer and the company.
• Responding to customer inquiries regarding outstanding debts and resolving billing disputes or discrepancies.
• Reconciling accounts to ensure payments received match the outstanding amounts and updating account information accurately.
• Maintaining detailed records of all customer communications, including payment promises and agreements.
• Providing high-quality customer service, assisting with payment-related inquiries, and maintaining professionalism in all interactions.
• Conducting credit limit reviews to prevent overtrading and informing customers when they are nearing their credit limits.
• Escalating unresolved accounts to supervisors, collection managers, or key account managers as needed and recommending credit holds for delinquent accounts.
• Deliver a high level of service quality through timely and accurate completion of services.
• Collaborate with colleagues within the business to identify solutions, best practices, and opportunities to improve the service to our business partners.
• Flag any challenges in the operations to the immediate supervisor and business partner in a timely manner.
• Co-ordinate with the relevant stakeholders for regular communication and flow of information as defined for the respective service.
• Contribute as a subject matter expert in problem-solving and process improvement.
• Assist staff in resolving complex issues, maintain thorough process documentation, and ensure quality control.

• Proficient in using MA!N for comprehensive customer account management, or familiarity with other industry-standard collections tools suitable for B2C contexts.
• Competent in utilizing telecommunication platforms like BT, and knowledgeable about JBA, EDM, and specific Freight payment/ERP systems.
• Advanced Excel skills and familiarity with operational systems such as S21, CW1, and DDH for data management and analysis.
• Excellent business communication and presentation capabilities, with a strong ability to convey complex information effectively.

• Holds a Bachelors or Postgraduate degree in fields such as Commerce, Computer Science, or Business Administration with a focus on finance (B.Com/M.Com/B.C.S./B.B.A./B.B.M. (Fin)/M.B.A. (Fin)/M.F.M.)
• Achieved a minimum of 50% aggregate scores in academic pursuits, underlining a robust foundational knowledge in relevant disciplines.
• 1 – 3 years of relevant work experience, with a preference for candidates with a background Order to Cash process.
• Proficient understanding of accounting and financial principles, specifically for Order to Cash.
• Experience with financial software and ERP systems, such as SAP or Oracle, is crucial for managing transactions and financial records.
• Familiarity with the logistics industry and shared services operations is highly preferred, enhancing the ability to navigate industry-specific financial practices.
• Work experience in logistics or shared services operations is preferred.

• 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 worlds 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.