Role Context
- Deliver full responsibilities of duty and cash Processes and support in investigating and resolve duty and cash account customer queries, in an accurate, professional and timely matter.
Build and maintain an excellent partnership with stakeholders in order to deliver effectively and efficiently;
Maintain accurate and detailed cash reconciliations for the cash ledger;
Ensure cash accounts are in line with global policy
Key Responsibilities
Cash Customer satisfaction & Query Handling
To ensure customer queries are attended promptly in line with set standards with dedicated attention on inbound calls and emails.
To provide professional and qualitative customer service in line with set DHL standards.
To promptly and accurately log all queries with Kenya query team and operations.
To manage and take ownership of the full customer escalation process until resolved.
To act as contact for all billing related queries on cash and duty accounts.
Cash and duty Reconciliation process & Accounting
Prepared weekly cash reconciliation report to be shared with stakeholders, for operations, retails to follow up on outstanding payments
Perform Daily cash reconciliation and clearing transactions.
Following up on outstanding queries and items on the cash and duty account.
Liaise with Gateway Customer Service department in payment confirmation and approvals before shipments are releases, also to perform PY check poin
Refunds
Ensure to undertake in-depth analysis of overpayment through proactive refund process to safeguard company from any potential loss on refunds
Manage and process all Refund identified during reconciliation process
Liaise with RTR advisor to contact customers for refunds on over payments or duplicate payments.
Adhoc support
- To carry out Adhoc duties as required.
Manage the unapplied and unallocated cash within the set Order To Cash targets
Involved in management of country Cash Administration Application (CAA).
Operational and record keeping
Responsible for work processes that affect the success of own role and contribute to the overall performance of the department.
Maintaining strong internal control for payment collections at DHL Express service points and DHL Express agents across the country. Ensure timely collection and reconciliation of duty and cash accounts
Manage the bank process such as cheque deposits, pulling of statements, handling bank queries
Oversee the posting of all duty cash and cash shipments through CAA to SAP and handle all ERP integration challenges andParticipate in company required audits.
Ensure that the inputs for the monthly reports are prepared timely.
Managing The CAA Dashboard to ensure nil activity >1 day
Ensure all approvals are obtained as per Delegation of authority Guideline (DOAG) and stored in the shared drive.
Keep manager up to date on progress and issues.
Identify areas of risk and issues. Escalate to appropriate channel when necessary to avoid delays and ensure issues are resolved.
Ensure timely responses to internal and externalcustomers.
Accounting
· Review BS reconciliations and clear all aged items.
· Ensure correct GL allocations for all entries made.
· Support with Month end task includes:
· Assist with clearing the refund GL and Prepare and send journals to SSC for posting during month end including write off and write up journals
Business Improvement
– Identify process delays / performance failures, identify root causes and work with supervisor to define corrective actions. Monitor implementation from start to end to ensure resolution.
– Provide support with implementation of systems/tools to automate and improve resource utilization, efficiency, controls and compliance.
Internal Reporting Internal Reporting
Ensure timeous submission of all reports (note specific reports)
Audit and Compliance
· Provide supporting evidence for CRISP controls and ensure controls are performed adequately and Provide support during the external audit process.
Experience required
- Competent user of the Microsoft Office Suite.
- Good telephone etiquette and Good communication skills Highly customer focus and service orientated
- Goal and deadline driven.
- High Level of integrity.
- Willingness to learn and adapt their experience to a dynamic environment.
- Ability to manage and work in a team.
- Demonstrates basic knowledge of a technical or specialty in the area.
- Readily learns and applies new information/concepts in area of practice.
- 1 to 3 years’ experience in finance accounting field, preferable in Logistics. DHL experience advantageous
- Experience with Oracle/SAP/SUN or related ERP systems
Expected Qualifications
- Degree in , finance or business administration from a recognized Institution.
- Professional CPA 2/ACCA level 2
Core Competencies
| Competency | Required Level | Competency Description |
| Financial Technical Ability | N and below | · Problem Solving abilities· Excellent in SAP and excel· Strong clerical ability with attention to detail |
| Making Customers More Successful | N and upper | · Maintains effective relationships with customers· Positively engages with customers and gains their commitment· Gains organizational alignment· Effective communication |
| Driving High Performance | N and upper | · Establishes clear, challenging and achievable objectives· Regularly reviews and communicates progress against objectives and adjusts as needed· Champions continuous improvement and innovation· Inspires results and respect through empowerment, accountability recognition and rewards |
| Developing Self | N and upper | · Conveys a clear sense of personal goals and values Actively seeks feedback to improve performance· Develops new skills and modifies behaviors based on feedback· Takes personal responsibility for careers and development· Conveys consistent stated personal values through his / her actions and decisions· Changes behaviors or acquires skills and experience based on feedback· Continuously develops self and stays up to date will all legislation, policies and procedures |
