Customer Experience System Specialist

Description

Job Purpose
The overall purpose of the ** Customer Experience Systems Specialist ** is to provide exceptional support while managing and resolving financial transactions and inquiries within the SAP system. This role involves acting as the primary point of contact for customer service, operations, marketing, supply chain and internal colleagues on behalf of customers, addressing their financial needs and concerns, and ensuring accurate processing of transactions such as rebates, pricing adjustments, and account updates. The specialist is responsible for maintaining accurate customer account information, ensuring compliance with internal policies and financial regulations, and using SAP to manage data efficiently. By collaborating with various departments, the specialist helps streamline processes and support overall business operations, ultimately contributing to customer satisfaction and the smooth operation of financial and administrative tasks within the organization. This role is cross functional in that it requires the ability to communicate and co-ordinate across various stakeholders to ensure a smooth interaction for customers. Strong communication skills, proficiency in SAP, and attention to detail are essential for success in this role, which plays a crucial part in maintaining the integrity and efficiency of financial account management

Key Responsibilities
Financial Transactions: Manage and resolve financial transactions within the SAP system, including rebates, pricing adjustments, and account updates.
Customer Support: Provide effective and timely resolution of financial inquiries and concerns on behalf of customers, collaborating with customer service, operations, and internal colleagues.
Account Management: Maintain accurate customer account information, ensuring compliance with internal policies and financial regulations. Support with opening of accounts.
Data Management: Use SAP to manage data efficiently, ensuring accurate record-keeping and reporting.
Reconciliations: Perform regular reconciliations, on a monthly & quarterly basis and support
finance with processing month end and ad-hoc financial journals as required.
Compliance: Ensure the monthly SOX control checklist is compiled and completed and assist
with queries during annual statutory and internal audits.
Master Data Management: Update and load customer accounts with master data, and coordinate master data changes between customers and the internal master data team as well as our logistics service provider (LSP).
Credit Management: Assist in managing customer credit limits, perform credit checks for new customers, and support the Accounts Receivable team with payment allocations and general AR queries.
Payment Processing: Facilitate inward and outward payments, including monthly payments to affiliate for stock-related transactions.
Rebate Management: Load Vistex agreements, perform calculation runs, release rebates in SAP once approved by the Finance & Customer Service lead. Administer the rebate accruals on a monthly and quarterly basis and reconcile for financial year end.
Customer support: Provide supporting documents, invoices, and credit references to customers as needed to resolve customer account queries and reconcile payments on
accounts.
Collaboration: Work closely with the customer services team to ensure they understand the financial needs of customers when applying adjustments to their accounts.
Training and Documentation: manage system process and ensure proper documentation of procedures for compliance and audit purposes.
Co-ordinate and communicate with supply chain about incoming shipments, releases from quality and delays so that customer service team is prepared for supplying customers
backorders and needs.
Supports marketing with product information as per supply dashboard and tracks status of incoming shipments to ensure consistent communication across teams such as marketing, customer service and supply chain.

Organizational Relationships
Customer Service Manager (Direct)
Finance lead (Dotted line – Indirect Manager)

About Zoetis

At Zoetis, our purpose is to nurture the world and humankind by advancing care for animals. As a Fortune 500 company and the world leader in animal health, we discover, develop, manufacture and commercialize vaccines, medicines, diagnostics and other technologies for companion animals and livestock. We know our people drive our success. Our award-winning culture, built around our Core Beliefs, focuses on our colleagues’ careers, connection and support. We offer competitive healthcare and retirement savings benefits, along with an array of benefits, policies and programs to support employee well-being in every sense, from health and financial wellness to family and lifestyle resources.

Diversity, Equity & Inclusion

Connected to our purpose and Core Beliefs, at Zoetis, we lead with inclusion. Our Diversity, Equity & Inclusion (DE&I) focus helps create an environment where each colleague can thrive. Our commitment to DE&I begins with our leadership team of diverse backgrounds, experiences and ethnicities, and it is demonstrated in our support of our colleagues and the animal health industry. We have nine colleague resources groups whose members spread awareness, foster inclusivity and make a positive impact on our business and communities.

Our commitment to advancing Diversity, Equity and Inclusion has earned us recognitions as a 2024 Catalyst Award recipient and a Top 50 Company for Workplace Fairness by Fair360 (formerly DiversityInc). Zoetis has also been named a Best Place to Work for LGBTQ+ Equality, a Best Company for Working Parents, a Top Company for Executive Women, among many others. Learn more here.

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