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Accounts Receivable - Customer Management

Job Category:

BPO / KPO / Shared Services

Job Level:

Skilled

Open Date:

11-Nov-2019

Location:

CEBU CITY (Capital)

Close date:

31-Dec-2019

Client Overview:

Is an independent business to business service provider within Dover Corporation, a diversified global manufacturer with annual revenues of $7.5 billion. DBS is accountable for delivering selected transactional services in Finance, IT and HR to the entire organization. With locations in Hamilton, Ohio, Dundee, Scotland and soon to be Suzhou, China, DBS centers operate across the globe to maximize service to our operating companies (OpCos). Dover Corporation deliver’s innovative equipment and components, specialty systems and support services through four major operating segments: Energy, Engineered Systems, Fluids, and Refrigeration & Food Equipment. Dover combines global scale with operational agility to lead the markets we serve. Recognized for our entrepreneurial approach for nearly 60 years, our team of over 27,000 employees takes an ownership mindset, collaborating with customers to redefine what’s possible. Headquartered in Downers Grove, Illinois, Dover trades on the New York Stock Exchange under “DOV. 

Client Industry:

SHARED SERVICES

Job Description and Qualification:

Overview:  

 

AR Analysts to join our new shared service center in Cebu, Philippines. Working within an emerging shared services organization, the AR Analyst for Customer Management is responsible for delivering timely and quality service to internal stakeholders and Dover customers, as measured by service level agreements and key performance indicators. The position requires the ability to research in-depth business process and customer account issues with the objective of reaching resolutions that meet or exceed objectives with a positive financial impact to the company without negatively impacting customers.  

 

Essential Responsibilities: 

  • Receives inbound calls from customers  
  • Maintain a positive and professional attitude towards customers at all times 
  • Keep record of all customer interactions by way of ServiceNow ticketing tool.  
  • Perform customer issue identification and first call resolution.  
  • Perform outbound call for callback activities.  
  • Reach out to other functional teams to resolve customer issues.  
  • Work closely with AR Cash Application and Collections teams relative to ServiceNow tickets submitted to ensure timely issue resolution.  
  • Maintain productivity and meet service level agreements in a complex environment, including working with and referencing data in legacy accounting systems  
  • Assist with other Customer Management duties or projects as assigned, including continuous improvement efforts 

 

Qualifications:  

  • Bachelor’s degree in Accounting, Business Management or related field preferred 
  • With at least 2 years of experience in Financial shared services or customer service environment  
  • Proficient computer skills including Microsoft Excel experience (SharePoint a plus)  
  • With experience in Oracle system and other ERP systems 
  • Must be willing to work Night Shift 

 

Preferred Qualifications: 

  • High level of customer focus and ability to maintain a positive attitude at all times  
  • High level of proficiency in Microsoft Office products  
  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists  
  • Ability to prioritize and multi-task in a fast-paced environment  
  • Self-directed, positive and ethical role model able to work with minimal supervision  
  • Ability to be an effective team member and display initiative  
  • Ability to maintain a professional demeanor at all times with suppliers, internal customers and coworkers; fully observe Dover’s Code of Ethical Conduct, Employee Handbook “Personal Conduct of Employees” policies and ISO Quality System Standards  

Salary:

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