Customer Issue Resolution Leader

Reports to : Customer Service Manager
Direct report : 1
Job location : Ho Chi Minh City
Target join date : Immediately

JOB SUMMARY:

We are looking for high calibre individual who had strong leadership and hands-on in daily operations. He/she is experienced to support the credit control and customer complaint management. Higher or enlarged responsibility can be offered to outstanding candidate in the near future.


MAJOR DUTIES AND RESPONSIBILITIES

1. Lead & Manage daily operation and activities of Account Receivables function;
2. Coordinate and corporate with COE (regional) and business (local) to drive customer payment behavior include:
o Alert COE to any relevant customer information and risk changes identified through customer interaction
o Enforce compliance with payment term, work with COE to evaluate payment methods
o Work with COE when credit limits repeatedly block orders or if there is an increase in order value or volume
3. Keep track of and push payments to ensure collection on time
4. Manage and analyze credit block order. Propose improvement plan
5. Manage Bank guarantee content, amount, expiration date to secure credit risk exposal of the company
6. Handle customer complaints, monitor and evaluate the resolution process, in consultation with relevant stakeholders
7. Review contract, if any
8. Forecast and analyze overdue, sales and payment term with COE and business to achieve AR turns target;
9. Correspond and resolve all disputes on time
10. Provide support global team, audit team to complete AR monthly closing, collection input and SOX control tool.
11. Set the performance objectives for CIR team. Assist customer service when needed. Develop and administer special projects in areas that need improvement actions.

1. At least 5 years relevant experience, preferably with multinational company
2. Bachelor's degree in Accounting/Auditing
3. ACCA/CPA (associate or qualified) is a plus
4. Good command of English & Vietnamese
5. MS Office savvy , excellent in Excel is a must
6. Familiar with accounting systems & local tax regulations, good analytical & people skills, able to meet deadlines & work under pressure, a team player.
7. Strong leadership skills and use to be in the same position

- Under company's policy

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