Job Description
The B2C Collections Specialist is responsible for proactive collections activities for assigned markets, ensuring timely settlement of customer invoices, and maintaining accurate customer account status in the system.
The role includes monitoring overdue receivables, contacting customers by phone and email, issuing dunning communications and balance confirmations, and supporting resolution of invoice disputes in cooperation with accounting and local country teams.
Performance should meet the requirements defined in the SLA/KPIs applicable for the role.
SPECIFIC RESPONSIBILITIES
Review the shared Collections mailbox daily and handle assigned cases according to priorities.
Contact international customers by phone and email to follow up overdue invoices and identify reasons for non-payment.
Send payment reminders, monitor responses to automatic dunning letters, and obtain/record promise-to-pay dates.
Send balance confirmations and customer statements; provide invoice copies/duplicates upon request.
Escalate invoices overdue by more than 90 days to local country teams in line with procedures.
Maintain accurate collection notes and customer records within the ERP System.
Add detailed case notes in the system after each customer contacts and update the current status.
Cooperate with accounting and local teams to resolve customer balance discrepancies and invoice disputes/claims.
Work effectively under time pressure, esp
