Head of Customer Service

Responsibilities

• Lead and develop a decentralized team
• Monitor, analyze and assess the receivables portfolio
• Identify risks and initiate appropriate measures
• Negotiate and agree individual installment and payment deferral plans with customers
• Manage and oversee court dunning and enforcement proceedings
• Manage contract terminations and consistently enforce legitimate claims
• Communicate with customers by phone and in writing about outstanding items
• Clarify complex matters with internal specialist departments

Requirements

• Completed commercial/vocational training or equivalent qualification
• Professional experience in receivables management, credit management or accounts receivable
• Confident handling of customers in demanding conversation situations
• Strong negotiation skills
• Knowledge of dunning processes, debt collection and court proceedings
• Analytical understanding of cash flows and risk assessment
• Structured, independent and responsible working style
• Good MS Office skills and experience with ERP systems (e.g., SAP, Business Central)