analyze the cv and job description and my notes and answer the questions 

CV

CRM
Organisation
Claim late payment
Communication
Relational ease
Team work
Flexibility
Team management
Sidetrade
Netsuite
SAP
Pack Office
French
English
Spanish (DELE C1)
Italian
Credit and Collections 
Specialist
Gregory MENEL
<PRESIDIO_ANONYMIZED_EMAIL_ADDRESS>
+ 34 652 24 82 68
<PRESIDIO_ANONYMIZED_URL>
OTC Accountant / Credit and Collections Specialist, Macdermid
Since July 2023 Barcelona
• Proactive collection of receivables to maintain working capital levels 
and to ensure invoices are paid according to the set terms. Contact with 
the clients’ AP departments, our billing team and our salespersons. 
• Credit control tasks with a financial analyze and a payment history 
review to orders release and to ensure credit limits are not exceeded.
• Closing reconciliation, providing various reports and controls including 
bad debt report, open payments list and intercompany SOA. 
• Disputes raise and manage, liaise between the customers, the billing 
department and the relevant individuals in the business. 
• Support to business, FP&A and Allocation teams, communicating and 
escalating account issues with organization and participation on regular 
meetings and providing accounts receivable aging and dispute reports.
Senior Cash Collector, Page Group, Barcelona
2 years 2021/2023
• Manage Key Account portfolio collaborating with KAM and payroll 
team. Implementation of weekly meetings and personalized follow-ups, 
in addition of the management of a portfolio of 200 clients (contact 
clients, payment and dispute management).
• Support of the team (6 people) to reach the KPI (Cash-in, bad debts 
level and collection activities) management of the portfolio for each 
collector, follow-up bad debts and escalation in the collection process. 
• Preparation of several reports to facilitate the work of the team 
(weekly open balance, monitoring the targets’ achievement and report of 
the open credits) and others reports to communicate to the consultants 
and managers the status of the overdue payments. 
• Coordination with the OTC Regional manager of the different priority 
actions to be carried out by the team (weekly / monthly).
Cash Collector, Page Group, Barcelona
3 Years 2018/2021
• Monitoring accounts to identify overdue payments, claim late payments
to account payables and human resources, for the French market. • Teamwork with the consultants and the managers on the aging. • Negotiating satisfactory outcomes with our clients and reconciliation of 
customer accounts with the cash allocation department. • Support and backup for other collector’s associates, and participation in 
the constant process improvements.
Cash Collector, VFB Lingerie, Barcelona 
10 months - 2017
• Management of receivable for French and English clients (1000 clients). • Customer relationship management about payments. • Communication with the sales representatives and the customer service
for the payment problems and negotiation of the terms of payment.
Work experience
Education
2015 - Master en Management
Business school of Clermont-Ferrand
Management, Finance, International
Trade, Management Control and
Marketing.
2010 - Bachelor Business and
Management - EGC Montauban
Marketing Methods, Accounting,
Marketing, and Telesales.
2010 - Administración y dirección
de empresas - Universidad de Cádiz
Communication, Labor law,
Entrepreneurship (study term abroad).
Foreign languages
Skills
Miscellaneous
Trilingual – AR –
8 years of experience

job description 
Customer Service Manager Dutch Speaking
Barcelona — SPAIN
HomeJoin our teamExplore opportunitiesCustomer Service Manager Dutch Speaking
Req ID

94594

Posted

Mar 3, 2025

Function

Customer Service

Location

Barcelona, B, ES, 08000

Job Title: Customer Service Manager Dutch Speaking 
Reports To: VP Supply Europe A (South)
Location: Barcelona
Function: Supply Chain
 
THE ROLE

The Customer Service Manager Dutch Speaking oversees the day-to-day operations, ensuring the efficient delivery of high-quality Customer Service across multiple markets. This role focuses on creating a customercentric culture, optimizing team performance, and driving continuous improvement initiatives whilst ensuring alignment with service level agreements (SLAs), customer satisfaction goals, and organizational standards.

 

 

KEY SUCCESS MEASURES 

 

• Service Level Agreement (SLA) Compliance.
• Customer Satisfaction Score (CSAT).
• Customer Service SOP Completion and Updates.
• Net Promoter Score (NPS).
• Total fixed cost.
• Leadership feedback score - satisfaction score from regional leaders and stakeholders on Customer
Service Hub performance. Target: Positive trend or ≥85%.
• Process adherence to SLAs of self and the team.
• OT% and OT& RCA CS – percentage of orders delivered on time and % attributable to Customer
Service operations and Customer Masterdata management.
• 100% completion on time of all people management processes for your team.
• Leadership and development of your team.
• DEI targets and initiatives.

 


CORE RESPONSIBILITIES

 

• Assess the effectiveness of collaboration between the customer service hub and other departments.
• Put in place a regular communication plan within the CS Team in the hub and with other
stakeholders inside Supply Chain and in the Markets to review KPIs and align on central vs market strategies.
• Lead the resolution of problems escalated by the Customer Service Representatives that cannot be solved by their intervention, by creating mitigation plans and engaging the team to the solutions, following the relevant process, and escalating further where appropriate.
• Measure the adoption and effective use of customer service new technologies and tools in the hub.
• Align the Hub’s activities with the strategic goals through customer delivery creation priorities, exception management, order management, delivery of new launches and end of quarter review recognition.
• Lead the DDS calls for the cluster and participate in the overall Customer Service Hub DDS.
• Control documentation and approvals required by auditors, contribute in SOX Audit meetings with internal and external auditors by providing all relevant documentation and provide all answers to questions.
• Responsible for the execution of the shipment plans of orders on hand to deliver the revenue.
• Champion a customer centric culture in the cluster, ensuring the highest service is delivered according to the customer tiering definition.
• Monitor customer feedback and implement strategies by leading the improvement action plan to improve customer satisfaction and loyalty.
• Manage resource allocation and workforce planning to meet business needs and seasonal demands.
• Utilize data and analytics to track performance metrics, identify trends, and drive informed decision making. Ensuring simplification, standardization and the automation agenda is adhered to in the cluster.

 

 

LEADING THE TEAM

 

• Define and set individual and team goals and KPIs ensuring stretch and accountability to deliver.
• Ensure a culture of inclusivity and development within your team.
• Role model the meaningful review of performance through the annual appraisal process and continuous touch points throughout year.
• Ensure team members are onboarded and set up for success in their role.
• Build the capability of the team, and the members individually, through coaching and development.
• Ensure 100% completion of your direct reports and the wider team for all people initiatives (such as goal setting, performance reviews, mandatory training completion, Code of Conduct).

 

 

CONTINUOUS IMPROVEMENT 

 

• Champion the development and improvement of processes and tools using analytical and critical thinking skills.
• Foster a culture of continuous improvement by encouraging the team to develop their ideas/ways of working.
• Identify improvement opportunities, gain buy in and lead the implementation successfully by engaging the team.

 

 

KEY INTERFACES

 

• Supply Chain Market leadership

• Customer Service Manager (Market) and Customer Collaboration teams
• Finance
• Planning Hub
• Logistics
• Global & Local Transport teams
• Shared Service Centre team
• Global Business Service team
• Customer Service Global Capabilities team
• External authorities 

 

 

 

ESSENTIAL SKILLS & EXPERIENCE

• Degree (or equivalent work experience) in Business Administration, Supply Chain Management, or a
related field.

•Proficient or Native level in French is a plus
• Proficiency in Customer Service software, CRM systems and data analytics tools.

• Knowledge & technical understanding of SAP for Order Processing
• Established Customer Service experience including Customer Service Management.
• Coaching team members.
• Delivering KPIs – self and through others.
• Effective communication and influencing skills at a mid-management level.
• Excellent communication skills in English. 

 

 

 

 

 

OUR BENEFITS

 

Our competitive remuneration and perks will be matched with your experience and knowledge. As our Customer Service Manager Dutch Speaking, some of the benefits you will be entitled to, are:

 

Flexibility (flexible working time and work from home up to 50%)
Ticket restaurant (daily diet for meals)
Company products / Access to the company shop
Health insurance
 

RECRUITMENT PROCESS  

 

A screening call with the recruiters
A first online/in-person interview with hiring managers
A second interview (optionally)
Feedback, verbal offer
Hiring
 

ABOUT COTY

Coty is one of the world’s largest beauty companies with an iconic portfolio of brands across fragrance, color cosmetics, skincare, and body care. At Coty, we celebrate the entire human kaleidoscope and cultivate a culture of fearless kindness. Therefore, we are proud to be an equal opportunities employer. We do not discriminate against any candidate or employee and strive to be an open, inclusive, and diverse workplace where all employees can be their authentic self.

Join us in making over the world of beauty!


Notes
Have you used SAP 4HANA (commonly referred to as “Fourhana”) in the SD module? I am using SAP Business Suite 7 now, but there are implementing SAP 4HANA for some enitites so I received a training on that module.



Have you managed order entries in SAP? I only manage orders when I have to release them from finance hold.



Could you please share any relevant transactions you’ve used in SAP, such as VA01, VA02, VA03, VA04, VA05, MM03, or VF03? I am usually using the following transactions as FBL5N, FD32, VKM1, XD01/02/03, FB70 and VF02/03

What types of changes have you made in orders (e.g., delivery date, materials, pricing, blocks, etc.)? I don’t do any change on the orders.

How many orders do you typically manage on a daily basis (approximately)? I manage orders only when I must release them of the financial hold, 30/40 orders each days.



Are you familiar with using pivot tables? I am, I was using pivot tables in Page Personnel, I am not using them in my current position.

Questions

Candidate Information - Job related skills, experience, education and summary
Candidate Name:  	 

How did the candidate hear about the opportunity:
	LinkedIn headhunt

What is your motivation for looking for a 
new opportunity/ applying to Coty?	 


Education:
	o	 
Previous/Current Company & Position & reason for leaving?
	o	 
Overview of Candidates relevant experience to date:
	 
Technical Skills:




	o	 
Additional Screening Comments - relevance of Experience, Communication & Soft skills
 
1.	Have you used SAP 4HANA (“Fourhana”)?   .
2.	Have you managed order Entries in SAP?  
3.	Could you please tell me any transaction in SAP?  
4.	What sort of changes did you modify in an order? Delivery date, materials, pricing, blocks, etc.
5.	How many orders do you manage daily?  
6.	Do you use pivot tables?