Responsibilities:

Daily Operations

·Answers incoming customer phone calls

·Logs complaints into the SAP complaints system

·Evaluates appropriate assignment of complaints

·Prioritize and manage portfolio of customer complaints

·Research and resolve customer complaints, including root cause determination

·Follow up with customer to determine satisfaction with complaint resolution

·Process manual billings as required

·Review and process special handled invoices

·Obtain approvals for billing adjustments according to guidelines

·Communicate significant adjustments to the FI organization as required

Interface with Customer, Business Area, Contract Admin, Tax Department, Order Teams and Customer Master Data Team

·Participates in cross-functional and cross-organizational meetings/teams when required to ensure customer issues/complaints are resolved and root cause has been fixed.

·Receive and resolve customer billing issues by working with Collections staff, order processing staff and the commercial teams.

·Work with business area representatives and the Customer Master Data Team and Contract Administration to ensure SAP is updated with correct current information prior to billing adjustments being identified.

·Utilize the SAP Complaints process as the method of communication for Billing Problems across teams; updating text in the complaint as well as recording information in the Collections data screens at the invoice level.

·Assist in review/analysis of SAP control reports for errors/problem resolution, SAP Complaints reports for managing complaints, and Business Warehouse reports.

Requirements:

·Job incumbent is expected to have Bachelor's Degree in Business or Information Technology discipline.

·Job incumbent is expected to have minimum 2 years customer service or related experience, strong problem-solving skills and good communication abilities. In addition, candidate must have strong organizational skills, ability to multi-task and be flexible when changes in work assignments or special projects are necessary.