Job Description
About our client
Our client is a large MNC focused on industrial gas. They are looking for a Collections Associate to support the China team.
About the role
The Billing Team Lead is responsible for managing a team of 5 analysts, managing the scope for Malaysia, Singapore, Indonesia and Thailand
Your responsibilities
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Responsible for timely processing and closure of customer disputes, including invoice corrections and holdings investigation in order to establish or maintain perfect service and total customer satisfaction.
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The team supports the Customer Service Organization, Credit/Collections Department, and Sales Organizations.
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The position is also responsible for compliance with regulatory, particularly SOX 404 compliance and testing, internal controls and reporting.
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Inform the Billing supervisor about any issue or opportunity at invoicing process which requires intervention and management decision.
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Caring for close teamwork including any opportunity for continuous improvement (CI Event) towards service to customers by improving billing processes.
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Interface with Key Business, Sales Managers, Sales Representatives and other key business contacts to discuss on customers invoicing issues/disputes and maintain customer relationships.
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Support communication and implementation of business process changes in business areas and other functional areas including order management and credit and collections.
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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.
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Manage the team and support the current system (UDM Disputes, CIC and BCM) for process improvement.
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Manage, motivate and coach the Billing-team in their daily tasks, by leading by example to obtain peak performance in quality of service delivered.
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Addresses performance issues by providing regular feedback to staff.
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Manages resources to ensure adequate staffing for support.
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Promotes e-billing functionalities to customers and business area.
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Success is measured through meeting agreed SLA and KPI measures.
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Answers incoming customer phone calls.
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Manage billing mail box and promptly respond to external and internal customer query through emails.
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Logs disputes into the SAP UDM_DISPUTES system.
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Evaluates appropriate assignment of disputes.
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Prioritize and manage portfolio of customer disputes
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Investigate and resolve customer disputes, including root cause determination.
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Follow up with customer to determine satisfaction with disputes resolution.
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Process manual billings as required such as E Tax invoices and customer website billing.
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Review and process special handled invoices
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Obtain approvals for billing adjustments according to guidelines and delegation of authority.
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Communicate significant adjustments to the FI organization as required.
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Follow up on E Billing effort in order to sign up new and existing customers for E invoicing.
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Works with peers to ensure appropriate level of back-up available during teams meetings, training and when supervisor is out of office.
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Provide support to other billing analyst in terms of cancel billing documents.
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Ensure control reports such as Billing Block, Sox reporting , audit request , dispute report , tax reports data are provided on a timely basis.
You will have
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Require a Degree in Business Administration or related areas.
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Job incumbent is expected to have minimum 1 to 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.
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Must be an excellent communicator who is comfortable in dealing with both internal and external contacts at all levels.
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SAP experience is a advantages and any experience in a Shared Service would be preferred.
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Leadership Skills such as excellent communication skills , ability to gather information , organize the further communication in the broader teams
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Teamwork player and ability to get work done following the procedures by supporting and / or sending groups.
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Ability to gather information, organize the further communication of it in the broader teams and organize the storage it.
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Enthusiastic personality and ease of contact.