● Manage the department, overseeing and resolving a variety of receivable discrepancies and customer invoice disputes. Improve company cash flow by performing invoice dispute root cause analysis and facilitates customer product returns, minimizing bad debt write offs.
● Manage customer service staff, including hiring, performance management, training and employee development. Respond to customer escalations and performance issues of the department.
● Designing, implementing and improving credit issuance and billing creation processes. Participate in development of key measures and reports for management of service requests.
● Track and report quality issues using reports from ERP system, customer surveys, etc. including return, invoice disputes, shipping discrepancies, claim issues, freight issues and vendor issues.
Job Complexity
● Coordinates and supervises the daily activities of business or technical support or production team
● Sets priorities for the team to ensure task completion; coordinates work activities with other supervisors
● Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager
● Typically does not spend more than 20% of time performing the work supervised
● Accountable for the results of medium-sized routine support or production operations teams
● Solves problems based on practice and precedent
● Trains team members and provides input to employee performance evaluations
Experience / Education
Typically requires a 4 year degree and a minimum of 5 years of related experience; or an advanced degree without experience; or equivalent work experience.
