Invoicing / Logistics / Receivables / Customer Service
Back office functions attract little attention but are key to your customer relationships.
- Do your major clients find your system/documentation easy to work with?
- Are you easy to do business with, can customers order in ways to suit them?
- Is order processing speedy and flowing to despatch & invoicing quickly?
- Do you experience shortages and damages to a significant level?
- How often do you have to make re-deliveries?
Right first time and on time should be the minimum target.
- Are your terms clear and how do you get you paid against these terms?
- Do you have large amounts regularly held up through queries?
- Do Sales see your Credit function as the opposition?
- Are all your Credit team happy asking for money?
A sale is only a sale when it is paid for!
- Do you have policies that deliver customer service?
- Are your team trained to handle complaints fully on their own?
- Do your managers get involved if a problem escalates?
- Is there a formal complaint procedure in place?
- Are sales/order/logistics/invoice procedures designed to give excellent service?
Customer Service is not a job title! Audit your levels of Customer Service regularly!
Relevant experience:
Early career experience in a fast-paced environment with a short shelf life food manufacturer – included working with Greater London Council on systems enabling the GLC to reduce headcount. Worked with director level at Tesco to improve accuracy and reduce fraud.
Previously with Tonka Toys had reduced query/claims handling workload by 50%.
Scott Paper Away from Home division outsourced logistics,fundamentally flawed – recently returned to HO as Commercial Manager, I rescued this with critical path planning and brought in experienced former sales and distribution staff to manage the process.
Managed the supply chain between my company, French manufacturer and main contractor for bomb proof oak windows worth £3M for Scottish Parliament.
Credit Manager at Scott Limited (Andrex) with responsibility for £360M turnover, emphasis on understanding key customer systems. Considerable field work with smaller independent customers. Specified, selected and purchased new Sales Ledger/Credit Control system.
Previous Credit management experience with Hunter Building Products and Tonka Toys.
From first job with a bank dealing with customers, while constantly challenging – whatever posts have been held, the customer contact has always been a most important part. Instrumental in improving and innovating systems and procedures – always with the customer in mind, the hallmark of the variety of back office roles held over the years.