Senior Customer Excellence Specialist (Dispute and Deductions Management)

Henkel; Makati; Hybrid; PHP 600,000 - 900,000; Full time

Benefits offered by this job

HMO healthcare

Provident Fund

Group life insurance

Employee share plan

Hybrid work model

Job summary

Henkel Philippines in Makati is seeking a Senior Customer Excellence Deductions Specialist to lead complex deductions and chargebacks end-to-end. You will partner with Sales, Brokers, local teams and Finance OTC to ensure accurate resolution, governance, and audit-ready documentation.

The role combines operational mastery with stakeholder leadership, driving data-informed improvements that cut cycle time and recurrence while upholding SLAs and quality standards.

Qualifications

• Bachelor’s degree in accounting/finance or related field.
• 3+ years in accounts receivable, deduction & disputes management.
• Strong analytical and problem-solving with attention to detail.
• Excellent English communication (verbal and written).
• Proficient in MS Office; SAP, Macro, Power BI a plus.

Responsibilities

• Manage and resolve customer deductions and chargebacks within the assigned portfolio.
• Document resolution steps and outcomes in deduction tracking systems, audit-ready records.
• Collaborate with Sales, Brokers, local teams and GBS+ to validate claims and resolve disputes.
• Analyze recurring issues and propose process improvements to reduce cycle time.
• Create and issue credit/debit notes within established timelines (EUR region).
• Coordinate intercompany complaints across regions.
• Handle escalations and ensure adherence to SLAs and quality standards.
• Provide ad hoc tasks such as reporting and escalations.

Skills

Analytical skills

Communication skills

Time management

Education

Bachelor’s degree in Accounting, Finance, or related field

Tools

MS Office

SAP

Macro

Power BI

Job description

About this Position

The Senior Customer Excellence Deductions Specialist is a key driver of accuracy, risk reduction, and process excellence in our financials. You will lead the review and resolution of complex customer deductions and chargebacks, including high-value, aging, root-cause-prone, and cross-customer patterns. Partnering closely with Sales, Brokers, local teams and Finance OTC, you’ll own end-to-end resolution, influence policy and governance, and champion data-driven improvements that reduce recurrence and cycle time. This role combines operational mastery with stakeholder leadership—balancing quick wins with structural fixes and clear, audit-ready documentation. Join us to elevate deduction management through sharper analytics, stronger controls, and proactive collaboration.

What you’ll do

• Manage and resolve customer deductions and chargebacks within assigned portfolio, ensuring accuracy, compliance, and timely closure
• Document resolution steps and outcomes in deduction tracking systems, maintaining audit-ready records
• Collaborate with internal teams (Sales, Broker or local and GBS+ teams) to validate claims, resolve disputes, and align on promotional eligibility
• Analyze recurring issues and recommend improvements, supporting continuous process optimization and efficiency initiatives to streamline the deduction resolution process
• Create and release credit and debit notes with accuracy and within established timelines (EUR region only)
• Creation and coordination of intercompany complaints across regions
• Handle escalations and provide guidance, ensuring adherence to service level agreements and quality standards
• Provide operational and/or ad hoc tasks support such as reporting, escalation and other relevant activities

What makes you a good fit

• Bachelor’s degree in Accounting, Finance, Business Administration, or related field
• Minimum of three (3) years of experience in accounts receivable, deduction and disputes management,or related financial role
• Strong analytical and problem-solving skills with keen attention to detail,complemented by excellent time management and organizational abilities
• Intermediate MS Office skills are required while experience with SAP, Macro, Power BI isan advantage
• Excellent English verbal and written communication skills
• Amenable to work on a mid-shift schedule (4:00 PM to 1:00 AM), and report on a hybridwork set-up in Makati

Some perks of joining Henkel

• A thriving career with the Top 15 Best Workplaces in the Philippines by Great Place to Work and the Top GBS Employer in the Philippines by the Everest Group for 4 consecutive years!
• Flexible work scheme with flexible hours, hybrid work model, and work from anywhere policy for up to 30 days per year
• Diverse national and international growth opportunities
• Global wellbeing standards with health and preventive care programs
• Gender-neutral parental leave for a minimum of 8 weeks
• Employee Share Plan with voluntary investment and Henkel matching shares
• HMO healthcare coverage plan
• Provident Fund
• Group Life and Personal Accident Insurance

At Henkel, we come from a broad range of backgrounds, perspectives, and life experiences. We believe the uniqueness of all our employees is the power in us. Become part of the team and bring your uniqueness to us! We welcome all applications across different genders, origins, cultures, religions, sexual orientations, disabilities, and generations.