Customer Service Specialist
Company: Emmi Solutions
Posted on: May 3, 2021
The Customer Service Specialist is the liaison between the North
America Accounting Center organization, the customer, and the
respective Sales and Service teams to actively reduce the
unresolved invoice disputes and issues to make it easier for
customers to pay. Essential Duties and Responsibilities: Manages
invoice disputes through the entire lifecycle by learning internal
systems and customer interface tools, tracking, and updating
customers on status. Set up a formal structure to increase
efficiency of dispute resolution meetings. Provide 'standard'
reporting to the dedicated teams on a weekly basis and daily if
needed. Actively pursue and discuss issues with the Business, Sales
& Service teams and follow up accordingly. Contact customer
directly to understand invoice issue and document the details in .
Break loose complex situations, propose resolution. Submit
Salesforce case for Billing Specialist to action for resolution.
Ensure resolved disputes are circled back to the Accounting Center
and removed timely. Monitor and drive results to expedite customer
payment. Document customer's special handling requirements of
monthly statements and invoices to consistently deliver against
these expectations. Participates in organizational activities to
meet or exceed company objectives by partnering with other team
members and Managers to help develop action plans to reduce or
eliminate defects; identifying opportunities to collaborate across
groups and/or leverage partnerships; and collaborating with peers
to advance company-wide initiatives. Performs other duties as
assigned by Manager. Education: Minimum: Bachelor's Degree in
Business or related discipline; OR, if no degree, 6 years of
consultative customer service experience. Experience: Minimum: 2
years of consultative customer service or account management
experience, including: Performing consultative customer service.
Handling complex payment, accounting, and/or record-keeping
requests. Managing multiple concurrent projects. Working
independently and in a team environment. Collaborating across
multiple internal teams (e.g., support teams, sales). Demonstrating
strong analytical and problem-solving skills. Demonstrating
organization, time management, and multi-tasking skills.
Demonstrating strong written and verbal communication. Utilizing
the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
Knowledge of processes and systems utilized, including JD Edwards,
, Excel. Account Receivable experience is a plus. Other Knowledge,
Skills, Abilities or Certifications: Ability to take initiative,
prioritize and problem solve. Able to be a team player and work in
team atmosphere Excellent customer service skills. Strong verbal
and written communication skills. Ability to communicate
effectively with internal and external customers. Ability to work
effectively under deadlines. Ability to understand financial
relationships. Analytical, mathematical, technical, and
Keywords: Emmi Solutions, Renton , Customer Service Specialist, Other , Renton, Washington
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