Job Purpose

The Shared Services Sr. Assistant Disputes will be responsible for resolving queries raised by customers and internal CCEP stakeholders within the Disputes area of Customer to Cash. The position will be tasked with driving and delivering CTC service excellence to the business with an emphasis on customer service and continuous process improvement to further enhance the CTC service level and effectiveness expected throughout.

Key Responsibilities

• Responsible for delivering high quality services to key customers (who include Customers, Suppliers, Employees, Executives, Regulatory Bodies, etc.)
• Handles customer queries /disputes in a timely, efficient and accurate manner, escalating where necessary
• Responds to identified customer issues, queries and needs, or where resolution is urgent and important.
• Resolves queries as appropriate via the Disputes Management Team
• Ensures Disputes procedures are completed efficiently, accurately and in a timely manner
• Ensures that any supporting documentation are provided to customers as requested
• Ensures all follow up issues on Disputes are managed accordingly to the given timelines.
• Provides support and advice on Disputes processes where required
• To gather data requested by audit teams during financial and SOX audits

• Proactively improves the quality of end-to-end processes through identification and resolution of issues and continuous improvement

Experiencerequired

•           Experience in a multinational organization and/or Shared Services environment with a good business acumen

•           A good understanding of wider Customer to Cash area processes

•           Ability to assess a problem and escalate it to the appropriate level

•           Good Excel skills. ERP experience desirable, preferably SAP

Language Capability & expert level

•           Fluent in English

Capability required & Expert level

• Analytical Thinking - Foundational
• Relationship Management - Foundational
• Collaborative Influencing - Foundational
• Finance Operations and Accounting - Foundational
• Process Excellence - Foundational
• System Literacy – Intermediate