Administrator Order Entry and Claims

Hasbro European Services provides various services to Hasbro business units in Europe and the Middle East and Africa.

Job Purpose:

To ensure all disputes and claims on customer accounts are resolved quickly and effectively within the correct time frame ensuring that all funds due to Hasbro are collectable as per process and procedures. Escalations managed as per the Escalation procedure.

Other Conditions

All staff employed within European SSC may on occasions and in line with operational needs:
Be required to work different hours including evenings.

The post holder will be required, subject to appropriate consultation, to travel to other offices or customer sites, as necessary. The Business makes use of videoconference facilities to minimise travel wherever possible.

The post holder is appointed to a role in the SSC team, and although initially deployed to a specific Service, may be required, subject to appropriate consultation, to work in suitable posts elsewhere within the Business.

Main Duties And Responsibilities

The Dispute / Claims Administrator has responsibility for ensuring that customer issues are resolved quickly to ensure that cash flow is not impacted. Communication will take place between Third party suppliers, sales force across the business, customer service and customers directly. Where Credit Notes are required the incumbent of this post will ensure that they are raised, and all supporting paperwork filed appropriately with appropriate approvals. All risks on accounts must be reported and monitored. A high priority is given to the creation of effective working relationships between the post holder and other contacts within the Business as appropriate.

The post holder will demonstrate professionalism, technical competence, good interpersonal and networking skills, and the ability to work independently as well as within a team. The post holder will always operate within established Hasbro Company regulations and procedures. S/he will need understanding of and be committed to the success of a large, complex global organisation processes.

The principal duties and responsibilities of the post holder will include the following areas:

Key Activities
Liaise with Credit, AR, Sales and Third-party suppliers to resolve disputes and help maintain cash flow ensuring that all necessary information is available to relevant staff to enable quick decisions.
Coordination of all information in relation to types of claims inclusive of markdown, rebates, returns and all other disputes raised.
Accurate information must be held as, manual (where necessary) and electronic records, databases, computerised information systems and generated reports as required.
Make informed decisions on how best to handle issues that may arise and record all information relative to an account within the SAP system.
Create a combination of standard and more complex documents or materials for others, using computer packages/software/ equipment based on a general brief.
Carry out routine analysis of information, data and/or calculations, identifying issues which require addressing, and presenting results accurately and appropriately.
Contribute to short-term projects within own area/section or contribute as part of larger Service-wide project teams, to support the achievements of project objectives.
Communicate and manage third party suppliers as required.
Ensure that Hasbro commercial policy and procedures are followed, and that all necessary approval are obtained before Credits / debits are issued to the customer

Customer Service
Point of contact for queries, providing information and a range of solutions to choose from, allowing for any potential implications and raising issues of concern. Referring to line manager more complex queries.
Monitor customer feedback and make proposals for improving service through suggestions for changing current working methods, standards (e.g., quality of service, etc) and processes.
Implement changes to service provision as requested by line management, using discretion and initiative to ensure the service can continue to meet agreed quality standards, guidelines, and procedures.

Planning & Organising
Prioritise own work within a general plan or schedule to meet deadlines and appropriate standards and assist line management in planning for future work.
Organise or support events, timetables, meetings, etc and co-ordinate the associated arrangements to ensure activities/events are administered efficiently.

Finance/Resource Management

Not Applicable

Internal and External Liaison
Liaise with key contacts in the wider Business to support work activities/specific tasks.
Liaise closely with customers, service providers and others, establishing the most appropriate type of contact (e.g., email, correspondence, face to face, etc).
Membership of working groups as appropriate.
Act as a point of referral for others on issues related to the SSC work area.

People Management
Support the induction of new colleagues by providing basic information on role content and activitiesas requested by line manager
Manage communications where input is required to resolve disputes from other areas of the business and escalate as required.

Corporate
Participate in agreed training activities, to enhance role performance such as updating on health and safety issues or key skills.
Support the business compliance with the administrative procedures
Support and actively promote a commitment to the Company’s policies and procedures including those related to Equality, Diversity and Inclusion and Health and Safety.
Support the values, beliefs and expected behaviours of the Business Leadership and Management Framework.

In addition to the duties listed here, the post holder is required to perform other duties which are assigned from time to time. However, such other duties will be reasonable in relation to the individual’s skills, abilities, and grade.

Qualifications
Good and appropriate qualifications and general education
(to GCSE standard or equivalent Bac 2/3)

Good standard of English spoken and written.

Good knowledge of Microsoft Office applications

Experience

Previous experience in a time critical Administration

SAP experience

Experience of working in large complex organisation

Knowledge, Skills, And Abilities
Numerical thinker with attention to detail
Confident proactive thinker and communicator
Ability to plan and organise short-term activities and events.

Awareness of project management techniques to contribute to

small /short-term projects in own area.

Supportive Team player
Ability to be tactful and diplomatic when required, as a front-line
service provider, to deal with confidential and sensitive situations.

Knowledge of relevant IT packages, information systems and procedures, ability to adapt/transfer skills to use new technology,

Professional approach to work and work colleagues and an ability to work independently and show initiative

Good organisational, oral communication, interpersonal, networking skills and time management skills

Ability to adapt to fluctuating workload and changing priorities

Other

Flexible approach to work

Demonstrable commitment to equality of opportunity at work

Demonstrable commitment to a healthy and safe working environment

Willing and able to visit other markets occasionally

Ability to negotiate as necessary