Query Handler

• Review all outstanding queries from the to do list and ensure all queries & disputes are closed within 48 hours
• All credit notes should be submitted to billing once approved by the management
• Credit note should be sent to the customer and the same should be copied in SUN collect and inform credit controller’s
• Receive all incoming query calls from the customer and record in Sun Collect immediately.
• Allocation of all credit notes issued by the Query Handler’s.
• Manage and dispatch all Customer Task sheet as per the deadlines agreed with the customer’s ( Invoices / Awb’s and supporting documents )
• Print and dispatch all monthly invoices to the customer on the second working day of the following month.
• All pre correction should be communicated with billing team on timely manner to avoid post billing corrections ( Credit notes )
• All query notes should closed once the queries are resolved and manage DQO performance before the 30th of the month
• Validating if all invoices have been delivered to the customer immediately after the month end ( Report should be created through ops tool to gauge the % of invoices delivered in 48 hrs )
• Despatch auto SOA to all customer immediately after the month end
• Run DQO report on the last working day of the month to ensure all SUN collect notes are closed before the month end.
• Update IBS with mail id’s of the customer monthly to send SOA automated.
• Coordination between query handler team and the credit controllers & other dept.

Contact Internal Teams:

• Finance Team, Sales Territory Managers, Operation Team, Customer Service team, Customer Accounting Staff, Regional Billing Contacts, APIS Team
  

Contact External Teams:

• External Auditors
• DHL Customers