Analyst, Order to Cash

Department: Finance

Employment Type: Permanent

Location: UK, Lincoln

Reporting To: Alexandre Bebel

Description

This role plays a key role in managing customer accounts, ensuring timely cash collection, and reducing overdue balances. This role involves proactive follow-ups with customers via phone and email, processing incoming payments, and resolving outstanding invoice issues to maintain a healthy cash flow. The position requires strong communication skills, attention to detail, and the ability to negotiate effectively while maintaining positive customer relationships. 

Responsibilities

Collections & Follow-ups (Phone & Email)

• Contact customers daily by phone and email to follow up on overdue invoices and secure on-time payments.
• Negotiate and agree on payment plans where necessary, in coordination with the manager, ensuring adherence to company policies
• Maintain accurate records of all customer interactions and collection efforts

Cash Application & Payment Processing

• Accurately record and allocate incoming payments in the system, ensuring correct matching with invoices
• Reconcile customer accounts to resolve discrepancies and misallocated payments
• Identify unapplied cash and follow up with customers for remittance details

Dispute Resolution & Query Management

• Address and resolve any queries related to the ledger, managing related phone calls and liaising with relevant parties as needed.
• Investigate and resolve customer invoice disputes, deductions, and billing discrepancies
• Work closely with Sales and Customer Service teams to address customer concerns promptly
• Escalate unresolved disputes internally to finance and management when necessary

Overdue Account Monitoring & Escalation

• Monitor customer accounts to track overdue balances and ensure timely follow-ups.
• Identify long-outstanding debts and take appropriate actions to escalate unresolved cases.
• Proactively engage with customers to address payment delays and agree on feasible repayment plans.
• Collaborate with internal teams (Sales, Finance) to resolve disputes affecting payments.
• Escalate critical overdue accounts to management when necessary for further action (e.g., legal escalation, service restrictions)

Reporting & Process Improvement

• Maintain and update aging reports, tracking overdue balances and collection performance
• Provide weekly cash collection forecasts and updates to management
• Contribute to process improvements to enhance efficiency in cash collection and dispute resolution.

Skills, Knowledge & Expertise

Experience

• Proven experience in credit control, cash collection, or accounts receivable.
• Experience in phone-based customer interactions for payment collection
• Familiarity with cash application and reconciliation processes

Skills

• Strong communication and negotiation skills – comfortable chasing payments over the phone
• Attention to detail & accuracy – critical for cash application and account reconciliation.
• Problem-solving mindset – ability to resolve invoice disputes and find solutions.
• ERP & financial system proficiency – experience with Sage, Credit hound, or similar tools is a plus.
• Organized & proactive – able to manage high volumes of customer accounts efficiently.