Assistant OTC, Disputes GB SCDMNT (Varna office)

The Shared Services 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 Accountabilities

Set up

• Works with the BU to build positive, constructive relationships and works in partnership with each to drive an effective and smooth deployment of Disputes processes into the SSC
• Supports the transition team (where appropriate) to ensure the successful migration of all Disputes and wider CTC in-scope activities to Shared Services.

Financial Services Delivery

• Responsible for delivering high quality services to key customers (who include Customers, Suppliers, Employees, Executives, Regulatory Bodies, etc.)
• Ensure that Coca-Cola Europacific Partners policies are adhered to (e.g. approvals, financial guidelines, 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
• Makes productive use of technology tools and systems including SAP to ensure effective service delivery and accurate CTC data.
• 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 to other team members where required
• Provides support and advice on Disputes processes where required
• To support the documentation and regular update of all Disputes work instructions
• Works to ensure the achievement of customer service requirements as defined by both formal Service Partnership Agreements as well as Customer Satisfaction surveys
• To gather data requested by audit teams during financial and SOX audits

Relationships

• Builds strong relationships with key stakeholders in the Business Units to drive understanding and support for Disputes and Shared Services generally

• Works and liaises closely with BU Finance teams and other departments where required
• Works proactively with colleagues across the Customer to Cash (CTC) Function to ensure an integrated approach to service delivery

Continuous Improvement

• Provides feedback and support to Disputes Team Lead in driving end-to-end standard Disputes processes across the Coca-Cola Europacific Partners business
• Proactively improves the quality of end-to-end processes through identification and resolution of issues and continuous improvement

Qualifications

•    Experience in a multinational organization and/or Shared Services environment with a good business acumen.
•    Ability to assess a problem and escalate it to the appropriate level 
•    Ability to think logical
•    Fluent in English
•    Good Excel skills. ERP experience desirable, preferably SAP
•    Strong customer service orientation

Our employee value proposition:
•    Competitive Rewards & Compensation plan
•    Social Benefits & Corporate discounts
•    Recognition programs
•    Career & Talent progression growth opportunities
•    Excellent Health & Wellbeing conditions
•    Modern and comfortable working environment & tools;
•    Hybrid & Flexible working
•    Social activities and events