Kellogg Associate, Collections-Deductions Customer Operations (Canada support) in GRAND RAPIDS, Michigan

In the role of Associate, Collections and Deductions (Customer Operations) on our Canada team, you will be a key part of the Kellogg Company’s success! As a part of the great Kellogg community at our Global Business Services (GBS) location, you will bring your expert eye for detail as you will be performing diverse work activities included in the end-to-end OTC process. You will be accountable to manage trade deductions and resolve customer issues. We play to win! And with your hunger to learn, collaborative spirit, and passion for excellence, we’re positive you’ll fit right in.

At Kellogg, you will have the opportunity to be involved in much more than your day-to-day responsibilities. Our culture is full of fun, flexibility, and teams that are playing to win! Get involved with Diversity & Inclusion groups, enjoy free snacks and cereal, take advantage of our game room during morning or afternoon breaks. Work collaboratively with your team in our open-concept office environment. You'll also have free access to an exercise room!

At GBS, our focus in on improving processes, saving the company time and money, and supporting Kellogg North America! Plan on getting recognized and rewarded for your hard work. With multiple work streams and teams to collaborate with and learn about, your opportunity for growth is endless!


  • Customer Service and Communication are Mission Critical – Bring your strong focus on the customer as you will be contacting customers to resolve issues with accounts. You’ll establish relationships with customers to obtain extensive knowledge of processes, trends, requirements, while maintaining a constant focus on achieving established deduction targets. You’ll partner with front office customer account roles to escalate issues involving credit holds, internal inquiries and complaints; as well as escalations from back office associates regarding transportation escalations, etc. You’ll partner with management, business units, sales customer service, cash, deductions, EDI, logistics, legal and other areas on various solutions. You’ll play a vital role in negotiating repayment of invalid deductions with assigned customers, orchestrating discussions between internal sales and external buyers to maximize results and cash flow.

  • Drive for Results and Analytical Focus – You’ll be accountable to help drive business results by managing trade deductions including pricing and off-invoicing. You’ll be responsible to manage non-trade deductions and post-audits including logistics, fee deliveries, and bracket-pricing. Bring your passion for excellence as you’ll be assuming the lead in the deduction management process which includes trade and non-trade deductions and payments for primarily high profile or complex customers. Bring your hunger for excellence as you’ll be responsible for timely processing of customer deductions and payments through independent decision making including research and validation. Apply your talent as you will audit and analyze customer deductions and invoices for payment against promotional contracts and internal and external agreements to ensure dollars are validated and correctly applied. While you’re at it, you’ll also partner with internal and external customers at all levels, including senior management to identify trends, perform root cause analysis, and provide solutions to resolve issues causing deduction.

  • Continuous Improvement/Service Level Agreements (SLA)/Metrics – Our team is continually moving towards progress. You will have a key role in reviewing high risk orders for adherence to established credit limits and holding orders as necessary. Bring your owner’s mindset and provide direction and assistance to global teams in resolving issues to meet OTC metrics. You’ll drive for results by working with leadership peer groups to maintain Kellogg’s in the top quartile on all benchmarking measures and metrics. You’ll be critical in supporting implementation of improvements for process efficiency, quality and control KPI’s. Bring your passion for excellence, as you’ll manage timely payment of invoices to maximize cash flow and collect on all past-due balances for designated sales areas. Our team’s commitment to partnering with our business partners to help us meet objectives and goals is key. You’ll partner with Kellogg USA (KUSA) cash application to proactively resolve application issues and seek opportunities to gain improvements.

  • Lead with us – You’ll contribute to the overall learning and development of the OTC team through cross-training, providing direction and assistance to co-workers as needed. Let’s grow together every day!



  • High School Diploma or GED and some related experience.

  • Proficiency with MS Office (e.g. Excel, Word, PowerPoint).

  • Excellent verbal and written communication skills.

  • Strong knowledge of collections, deductions and/or customer service.

Bonus Points:

  • Bachelor’s Degree in Finance, Accounting, Business or a related field.

  • Proficiency with ERP financial modules.

  • Sense of urgency and ownership of resolution.

  • Strong time management skills.

  • Experience working in a shared services, process driven or service center environment.

  • Expertise in Order to Cash function including best practices, technologies, processes, procedures and tools.

  • Experience working for a multinational organization and working with colleagues internationally.

  • Training certification or experience in Six Sigma or LEAN.


It’s best to apply today, because job postings can be taken down and we wouldn’t want you to miss this opportunity. To learn more about what’s next, click on one of the links below:

  • Kellogg K-Values at

  • New Hire Benefits Guide at


The ability to work a full shift, come to work on time, work overtime as needed and the ability to work according to the necessary schedule to meet job requirements with or without reasonable accommodation is an essential function of this position.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, ethnicity, disability, religion, national origin, gender, gender identity, gender expression, marital status, sexual orientation, age, protected veteran status, or any other characteristic protected by law.

Where required by state law and/or city ordinance; this employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization. For additional information, please follow this Link at for English or this Link at for Spanish.

GROW With Us.

Kellogg Recruitment.

Title: Associate, Collections-Deductions Customer Operations (Canada support)

Location: USA-MI-Grand Rapids

Requisition ID: ORD000456

Job Function: Order Management

Job Type: Professional

Closing Date: Feb 10, 2019, 11:59:00 PM

Relocation Assistance: No