Customer Experience jobs

CMS Distribution is one of Europe’s leading specialist technology distributors, a growing and successful business with 500+ people across six locations in the UK and Ireland, plus locations in the Netherlands, Sweden, Australia Germany, the US China.

As a Customer Claims Specialist, you will take advanced ownership of CMS’s Customer Funding and PA (Price Agreement) processes. This role requires strong analytical capability, commercial awareness, and the ability to independently manage complex funding scenarios, resolve escalations, and ensure financial accuracy across all funding-related workflows. You will play a key role in improving data quality, driving timely payment collection, and supporting the development of more efficient funding processes.

Role Responsibilities

• Oversee daily operations of the Helpdesk, reviewing, prioritising and allocating complex requests while ensuring SLA compliance.
• Act as the primary escalation point for challenging or non-standard funding and PA queries.
• Lead the end-to-end PA process, ensuring full compliance, accuracy, and alignment with commercial agreements.
• Approve Customer External Activity by validating funding availability, ensuring correct documentation and confirming all prerequisite approvals
• Manage and validate Funding/PA Debit Notes from customers, ensuring completeness, accuracy and proper financial impact before posting.
• Maintain high standards of accuracy across all administrative and operational elements within the Funding workflow.
• Take ownership of aged debt management, driving follow-ups and escalating risks to accelerate recovery of overdue funding.
• Regularly analyse Credit Ledger Aged Debt balances, working closely with Credit
• Control to resolve discrepancies and ensure ledger integrity.
• Act as a senior point of contact regarding funding discrepancies, documentation requirements and payment-related issues.
• Work cross-functionally with Sales Account Managers, Finance, Commercial, Operations and Credit Control to resolve complex funding scenarios and ensure accurate financial outcomes.
• Lead the Funding workstream for new vendor onboarding, owning all funding-related requirements, timelines, and cross-functional coordination to ensure vendors are set up accurately and efficiently.
• Provide clear, professional updates to stakeholders on funding progress, overdue balances and actions required.
• Provide expert support to Administrators & Officers by assisting with complex queries and guiding problem-solving.
• Assist with the onboarding and training of new starters by sharing system knowledge and process expertise. · Contribute to the improvement and optimisation of funding processes, identifying opportunities for increased accuracy, speed and consistency.
• Play an active role in automation and workflow enhancement initiatives by providing specialist insight into system behaviour (Pipefy, SAP, internal tools).
• Assist in refining SOPs, process guides and workflow documentation to reflect best practices and updated requirements.
• Participate in team projects focused on efficiency, compliance and process resilience.

Additional Responsibilities

Skills & Personal Attributes

Skills & Abilities:

• Strong communication skills required to manage direct relationships with vendors and sales teams
• Ability to multi-task and understand several vendor procedures
• Ability to work in a fast-paced environment and prioritise tasks accordingly
• Ability to work as part of a team liaising with your colleagues to ensure all tasks are carried out
• Problem solving to help in query resolution · Strong analytical skills
• Flexible with time particularly at the end of the month · Excellent attention to detail
• Excellent numerical reasoning ability
• Excellent verbal and written communication skills

Experience & Knowledge:

• Experience of working in an Accounts Dept. or other financial role is essential
• A minimum of 2-3 years’ experience working within a fast-paced administrative role, liaising with multiple teams
• Be proficient in Microsoft Excel
• MS Office experience required
• SAP Experience would be highly desirable

Key Traits

#INDHP