Billing Team Lead

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

• 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.

• The team supports the Customer Service Organization, Credit/Collections Department, and Sales Organizations.

• The position is also responsible for compliance with regulatory, particularly SOX 404 compliance and testing, internal controls and reporting.

• Inform the Billing supervisor about any issue or opportunity at invoicing process which requires intervention and management decision.

• Caring for close teamwork including any opportunity for continuous improvement (CI Event) towards service to customers by improving billing processes.

• Interface with Key Business, Sales Managers, Sales Representatives and other key business contacts to discuss on customers invoicing issues/disputes and maintain customer relationships.

• Support communication and implementation of business process changes in business areas and other functional areas including order management and credit and collections.

• 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.

• Manage the team and support the current system (UDM Disputes, CIC and BCM) for process improvement.

• Manage, motivate and coach the Billing-team in their daily tasks, by leading by example to obtain peak performance in quality of service delivered.

• Addresses performance issues by providing regular feedback to staff.

• Manages resources to ensure adequate staffing for support.

• Promotes e-billing functionalities to customers and business area.

• Success is measured through meeting agreed SLA and KPI measures.

• Answers incoming customer phone calls.

• Manage billing mail box and promptly respond to external and internal customer query through emails. 

• Logs disputes into the SAP UDM_DISPUTES system.

• Evaluates appropriate assignment of disputes.

• Prioritize and manage portfolio of customer disputes

• Investigate and resolve customer disputes, including root cause determination.

• Follow up with customer to determine satisfaction with disputes resolution.

• Process manual billings as required such as E Tax invoices and customer website billing.

• Review and process special handled invoices

• Obtain approvals for billing adjustments according to guidelines and delegation of authority.

• Communicate significant adjustments to the FI organization as required.

• Follow up on E Billing effort in order to sign up new and existing customers for E invoicing.

• Works with peers to ensure appropriate level of back-up available during teams meetings, training and when supervisor is out of office.

• Provide support to other billing analyst in terms of cancel billing documents.

• 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

• Require a Degree in Business Administration or related areas.

• 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.

• Must be an excellent communicator who is comfortable in dealing with both internal and external contacts at all levels.

• SAP experience is a advantages and any experience in a Shared Service would be preferred.

• Leadership Skills such as excellent communication skills , ability to gather information , organize the further communication  in the broader teams

• Teamwork player and ability to get work done following the procedures by supporting and / or sending groups.

• Ability to gather information, organize the further communication of it in the broader teams and organize the storage it.

• Enthusiastic personality and ease of contact.