Fyffes GBS is responsible for the execution and delivery of a broad range of financial services and processes across multiple markets. The Order to Cash Claims and Disputes Analyst plays a critical role in the finance operations and customer service departments, managing and resolving claims and disputes within the order-to-cash (OTC) process. This position requires a keen understanding of the company’s products/services, policies, and customer interactions to effectively address and resolve issues related to orders, deliveries, and payments.

Tasks and responsibilities

Investigate and analyse claims and disputes raised by customers related to orders, deliveries, invoicing, and payments;

Collaborate with relevant departments (sales, supply chain, logistics, finance, claims) to gather information and documentation to support the investigation;

Work to resolve disputes and discrepancies in a timely manner, ensuring a fair and mutually beneficial outcome;

Collaborate with customers, sales teams, and internal stakeholders to negotiate and implement resolutions;

Manage the process for customer returns and exchanges, ensuring compliance with company policies;

Coordinate with logistics and warehouse teams to process returns efficiently;

Maintain detailed and organized records of all claims and dispute activities;

Document resolution outcomes and update internal systems with accurate and relevant information;

Communicate effectively with customers to gather additional information, provide updates on the status of investigations, and convey resolution outcomes;

Submit claims and disputes and supporting documents to internal claims department within the supply chain team;

Ensure that approved claims and disputes are settled in a timely manner with customers and internally settled with the supply chain (claims) team;

Ensure a high level of customer satisfaction through professional and empathetic communication;

Conduct root cause analysis on recurring claims and disputes to identify systemic issues;

Work with cross-functional teams to implement corrective actions and prevent future occurrences;

Identify opportunities to streamline and enhance the order-to-claims process;

Collaborate with internal teams to implement improvements that reduce the frequency of claims and disputes;

Generate and analyse reports on claims and dispute trends, ageing of open cases/ amounts and settlements;

Provide regular updates to management on the status of ongoing investigations and resolutions;

Ensure adherence to company policies, regulatory requirements, and industry best practices in claims and dispute resolution;

Stay informed about relevant changes in regulations impacting the order-to-claims process;

Collaborate with internal teams to implement improvements that reduce the frequency of claims and disputes;

Generate and analyse reports on claims and dispute trends, ageing of open cases/ amounts and settlements;

Provide regular updates to management on the status of ongoing investigations and resolutions;

Ensure adherence to company policies, regulatory requirements, and industry best practices in claims and dispute resolution;

Stay informed about relevant changes in regulations impacting the order-to-claims process.

Education & Experience

Bachelor’s degree in finance, accounting, or a related field.

Previous experience in order management, customer service, or claims resolution in an International group or in a GBS/SSC structure

Experience in using SAP S/4HANA, data analytics and reporting tools (SAC, Power BI).

Business-level English language skills (speaking and writing) required; additional languages spoken preferred (German, French, Spanish, Dutch).

Technical Skills Requirements

Ability to work independently and with a team in a fast-paced and high-volume environment with emphasis on accuracy and timeliness;

Bring a hands-on work approach, with a can-do mentality;

Strong communication, interpersonal, and organization/time-management skills required;

Advanced problem solving and analytical skills;

Detail-oriented with a focus on accuracy and continuous improvement.

Fyffes

Fyffes, established in 1888, is renowned as one of the leading international importers and distributors of tropical products, with a rich history of commitment to quality. The company plays a crucial role in the global food supply chain, specializing in the production, procurement, shipping, ripening, distribution, and marketing of bananas, pineapples, and melons. Headquartered in Dublin, Ireland, and with a team of over 10,000 employees spread across offices in 12 countries, Fyffes is a market leader in the industry. Their focus is on delivering exceptional products while also making a positive impact on the communities they work with and striving for sustainability in all their operations.

Does this role appeal to you and would you like to be part of an internationally and dynamic organisation? Then contact

Yara van der Veer

on

06-81936409

or send an e-mail to

yara.vanderveer@greenbergnielsen.nl

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