Purpose of the job
Responsible for contacting debtors and collection of outstanding payments, as well as managing claims and disputes arising from customers.
Key Responsibilities
Analyses payments and identify short payments and disputes.
Reconcile differences and apply the payments to invoices.
Contact debtors for payments/outstanding amounts on accounts.
Send letters of demand (post reminders, follow-ups and final demands being sent out)
Manage the process of collections to legal action.
Conduct reconciliations once payment has been made.
Overdue greater than 60days handed over to legal.
Manage the claims process on discounts, returns, bottles and stock corrections.
Investigate validity of claim when a customer submits a complaint.
Handling of quality claims (e.g. glass in wine, open bottles, etc.)
Collecting information for reports on the claims and disputes that have been submitted
Identify repayment opportunities for accounts in default.
Repayment requests managed within a maximum 4-week period.
Longer than 4 weeks repayment referred to the legal controller.
Handed over to legal when defaults on arrangement.
Allocate payments received to open invoices.
Allocate payments as per remittance received.
Apply applicable discount as per term.
Maintain sound working relationship with stakeholders.
Build, support, and maintain healthy, diverse internal and external relationships to ensure achievement of organizational goals.
Keep minutes of stakeholder meetings
Proactive risk identification, mitigation, and management
Ensure compliance to Order to Cash policies, procedures
Compile, submit and present various reports as required.
Provide progress reports and performance reports when required.
Take responsibility for own development and contribute to team effectiveness.
Develop effective manager and peer working relations.
Take responsibility of own performance goals and personal growth
Culture Shaping Survey IDP in place.
Managing your career (EPMS Scorecard, IDP and Career Plan in place)
Drive own development to ensure knowledge and skills remain current.
Assist with the up skilling of the team where gaps have been identified.
Job Requirements
Education
Relevant tertiary qualification in Finance/Credit
Experience
Minimum 3 years collection experience in an FMCG environment
Understanding of Call/Contact Centre operating models, performance requirements and reporting
Knowledge of and experience using automated debt collection solutions / software
SAP experience highly beneficial
Computer literate and proficiency with the Microsoft Office suite of products, especially MS Excel
Excellent analytical skills along with the ability to create and present detailed reports.
Ability to accurately process numerical data.
Effectively prioritize daily workload
Problem-solving attitude
Understanding of debit/credit entries
Excellent verbal and written ability
Highly motivated and enthusiastic and able to respond to changes in priorities.
Confident and articulate team player
Good understanding of business processes, controls, and documentations.
Build relationships both in credit department and across departments
HEINEKEN Behaviours
Demonstrates HEINEKEN Behaviours aligned to role expectations:
Deliver:
Play to win & celebrate success.
Deliver the goods.
Shape
Think consumer first.
Make courageous moves.
Connect
Champion a culture of belonging.
Learn, share & reapply.
Develop
Have real conversations.
Embrace learning & growth.
Closing Date: 14/03/2026