Specialist – Collection (Order to Cash)

DHL Global Forwarding; Mumbai; On-site; INR 700,000 - 1,200,000; Full time

Benefits offered by this job

Competitive compensation

Flexible work arrangements

Paid time off

Medical insurance

Recognition program

Job summary

DHL Global Forwarding in Mumbai invites a Specialist – Collection (Order to Cash) to manage customer collections, perform dunning, and resolve disputes while maintaining accurate records and postings. You will engage with customers, update payment commitments, and collaborate with internal teams to ensure timely settlements.

The role requires 3+ years in Order to Cash, willingness to work across time zones, and experience with Oracle or Basware to support global operations.

Qualifications

• Bachelor’s degree in Commerce, Finance, Business Administration, or equivalent related field.
• Master’s degree in a relevant field (e.g., MBA, Finance, or Supply Chain Management) is highly desirable.
• A minimum of 3 years of experience in Order to Cash processes or a related financial operations role.
• Willingness to work across different time zones and flexible shift hours to support global operations.
• Proven track record in managing efficient collections processes, with the ability to meet collection targets.
• Proficiency in utilizing financial software and systems (e.g., Oracle, Basware), with the ability to quickly adapt to new technologies.

Responsibilities

• Engage customers via voice and non-voice processes to share Statements of Accounts (SOAs) within defined TAT.
• Manage dunning and follow-up on overdue payments.
• Capture and update Promise-to-Pay dates in the Collection Tool MA!N after interactions.
• Document and investigate customer disputes and coordinate with internal teams.
• Escalate unresolved disputes or payment issues to senior management for timely resolution.
• Post payment details to CashApps Team for processing in the accounting system.
• Conduct regular account reconciliations and seek balance confirmations as needed.
• Maintain detailed records and generate reports on payment performance and aging.

Skills

Collections

Dunning

Dispute resolution

Account reconciliations

Stakeholder communication

Data accuracy

Education

Bachelor's in Commerce/Finance

MBA/Finance or SCM

Tools

Oracle

Basware

Job description

Are you dynamic and results-oriented with a passion for logistics? Join our high-performing Global Shared Services Team (GSC) at DHL Global Forwarding, Freight (DGFF); a Great Place to Work certified organization and one of the “Top 20 most admired Shared Services Organizations in 2022” by the independent global Shared Services & Outsourcing Network (SSON).

We are the captive Shared Service Provider for DHL Global Forwarding and DHL Freight (DGFF). We are an organization of more than 4,600 colleagues complemented by approximately 500 virtual FTE (i.e., bots applied in process automation).

Our colleagues are based across six service delivery centres in Mumbai, Chennai, Chengdu, Manila, Bogota & Budapest. You will interact with people from all over the world and get the chance to work in a truly international organization.

Job Title:

Specialist – Collection (Order to Cash)

Job Location:

Mumbai

In this role you will be responsible for the collection tasks and maintaining customer relations. You will have proactive outreach, diligent follow-up on overdue accounts, and efficient dispute resolution. Also, you will maintain accurate records, perform regular account reconciliations, and collaborate with internal teams. Contribute to streamline the collections process while supporting customers in meeting their payment commitments, thus reinforcing the company's commitment to operational excellence and partnership.

Key Responsibilities:

• Customer Engagement: Reach out to end customers through voice and non-voice processes to share Statements of Accounts (SOAs) within the defined turnaround time (TAT).
• Dunning: Ensure timely follow-up on payments and manage the dunning process for overdue payments by sending reminders as per the standard operating procedures.
• Collection Management: Capture and update the Promise-to-Pay (PTP) dates in the Collection Tool (MA!N) after customer interactions. Shall be responsible for follow up on any payment advice not received on time from the customer.
• Dispute Management: Document and investigate customer disputes regarding non-payment or partial payment of invoices. Collaborate with internal teams to resolve issues.
• Escalation Management: Escalate any unresolved disputes, payment issues, or other concerns that could delay payment to senior management or relevant teams for timely resolution. The goal is to ensure payments are collected as per the agreed terms.
• Bookkeeping: Send the payment details for posting and allocation, as outlined in the payment advice, to the CashApps Team for processing in the accounting system.
• Account Reconciliation: Conduct regular account reconciliations with customers to address any discrepancies between their records and internal system balances and obtain balance confirmations as needed.
• Reporting: Maintain detailed records of customer interactions, payment statuses, and disputes, generate regular reports to assess payment performance and outstanding balances, and report any issues, trends, or anomalies related to collections and disputes.
• Database Upkeep: Ensure the customer database is kept up to date by collaborating with relevant teams to update contact details, such as changes in the contact person, and maintain accurate records.
• Professionalism: Maintain a calm, patient, and respectful attitude during all customer interactions, always uphold a professional appearance and demeanour, and ensure a positive experience, even in challenging situations.
• Adhoc Task: Any additional tasks assigned based on specific circumstances and requirements.

Required Skills

• Good knowledge of logistics and collections back-office operations.
• Strong knowledge of collections processes, including payment follow-up and dunning.
• Ability to record, track, and resolve disputes efficiently while collaborating with internal teams.
• Possessing excellent verbal and written communication skills, with the ability to explain complex issues clearly and professionally, while maintaining a presentable appearance and interacting effectively with customers and internal stakeholders.
• Possess the ability to independently manage account reconciliations and resolve discrepancies with customers.
• Proficient in maintaining accurate customer records and collaborating with relevant teams to ensure contact and account information is consistently updated.

Required Qualifications

• Bachelor’s degree in Commerce, Finance, Business Administration, or equivalent related field.
• Master’s degree in a relevant field (e.g., MBA, Finance, or Supply Chain Management) is highly desirable.
• A minimum of 3 years of experience in Order to Cash processes or a related financial operations role.
• Willingness to work across different time zones and flexible shift hours to support global operations.
• Proven track record in managing efficient collections processes, with the ability to meet collection targets.
• Proficiency in utilizing financial software and systems (e.g., Oracle, Basware), with the ability to quickly adapt to new technologies.

Benefits

• We recognize and reward your hard work through a competitive compensation and performance-based incentive.
• We empower you to learn and grow through training that gives you the knowledge, skills, and abilities to develop into your role and a great range of resources to support your future career aspirations & personal development.
• Flexible work arrangements to support work/life balance.
• Generous paid time off: Privilege (earned leave).
• Comprehensive medical insurance coverage including voluntary parental cover (applicable for IN only)
• Recognition & Engagement culture

By joining one of the world's leading logistics companies, you have a chance to explore a wide range of interesting job challenges and opportunities across our GSC service lines and in our different divisions around the globe.

• The largest global network with over 30,000 passionate employees.
• The most efficient processes and fastest response times.
• The best solutions and customer service.