Billing Support Specialist (OH)

The Billing Support Specialist is the internal “go to” subject matter expert for billing questions or concerns and “owns” the oversight and modification of transactional processes and work instruction documentation for the team. The Billing Support Specialist is responsible to manage customer billing portal requirements (Ariba, Coupa and others) including initial customer set up, changes, and document management relevant to the Order to Cash (O2C) cycle. The Billing Support Specialist will also monitor activity and queues and work with the Revenue Support Team daily to keep all customer billing and related transactions current and ensure clean data and maintenance in the related queues and systems. This position will process supplemental billing, debit orders as requested. Collaboration with the credit team on portal status and short payment management is required. This role assists the Customer Account Resolution Specialist with credits, returns, short payments and NCR management as needed and will provide backup coverage at times.

• Possess excellent customer service skills and the ability to interact with customers and team-members in a professional manner.
• Ability to multitask and switch focus quickly.
• Basic math skills
• Ability to think independently and be resourceful.
• Deadline-driven, detailed oriented, and conscientious.
• Must possess good organizational skills and the ability to think strategically.
• Proficient with common computer programs, including Microsoft Office.
• Excellent written and verbal communication skills.

• Monitors status on all Revenue Support Billing Activity and provides KPI and ad hoc reporting.
• Resolves billing escalations timely and accurately within KPI.
• Manages customer portal set up, maintenance and invoice document processing.
• Investigates and validates invoice short payments.
• Supports and provides backup coverage for Customer Resolution Specialist.
• Effectively communicates with other departments (Supply Chain, Warehouse, Finance, Credit) via phone, email, teams, chatter, as well as in person.
• Identifies opportunities for improvement within the billing processes.

Competencies:

• Problem Solving/Analysis; driven to provide solutions
• Strong interpersonal skills and the ability to interact in a highly professional manner
• Ability to multitask and switch focus quickly in a dynamic environment
• Ability to think independently and positively contribute to a team
• Deadline-driven and conscientious
• Strong attention to detail, time management and organizational skills.
• Excellent written and verbal communication skills.
• Customer/Client Focus

Required Education and Experience:

• Associate degree or three years equivalent call center experience.
• Customer service experience.
• Computer experience.

Preferred Education and Experience:

• Bachelor’s degree.
• Experience in a fast-paced environment.

Westlake, OH

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Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

If you want to make a real difference and work for a growing and expertise-driven company, then we’d love to hear from you. We’re looking for people who are experts in their field, be it technical, commercial or managerial. By joining IMCD, you’ll be part of an entrepreneurial, fast growing group of ambitious and like-minded professionals, where you’ll have the freedom to make your own mark. We’re rooted in chemistry and speciality ingredients – yet operate like a professional services firm. As a truly international company, we have a presence in cities including Singapore, Melbourne, Milan, Cologne, Paris, Zurich, Los Angeles, São Paulo and Toronto. Our Group Office is located in Rotterdam, the Netherlands and our shares are traded on the Amsterdam Euronext market, where we are part of the large cap AEX index.