The Order to Cash (O2C) Billing and Time Management Senior Specialist role is responsible for executing day-to-day responsibilities within the areas of Customers' Billing and Time Management, while adhering to standard processes and procedures. Additionally, the O2C Billing and Time Management Sr. Specialist will work collaboratively with internal and external customers, cross-functional teams at various levels to resolve issues. This role requires exceptional customer service skills, a strong attention to detail, and the ability to work independently while assuming ownership of an assigned portfolio of accounts.
Core Responsibilities
* Ensure that invoicing is completed in a timely and accurate manner.
* Validate billing attributes and handle exception.
* Support Operations' Teams in ensuring correct bill rates set up and alignment with customers' contracts and agreements.
* Monitor deadlines and cut-off times and ensure that quality and complete input is provided from relevant stakeholders.
* Maintain detailed records of customer correspondence.
* Assist with dispute resolution and escalate through the proper channels, if needed.
* Provide support on escalated issues, including such from the BPO and oversight the end-to-end billing activities.
* Provide feedback to the O2C Team Lead to ensure the relevance, accuracy and completeness of process maps and desktop procedures.
* Partner with internal departments to ensure accurate invoicing and resolve disputes.
* Adhere to policies related to the O2C process.
* Assist with external and internal audit requests, providing support where needed.
* Performs special projects and other duties as assigned.
Technical Competencies
* Experience in customer facing- roles specifically covering O2C processes.
* Strong client service mentality: able to collaborate with stakeholders, employees, customers to deliver a positive experience.
* A basic knowledge and understanding of the mechanics in the O2C process stream and how these fit into the end-to-end financial process environment.
* Knowledge of internal controls, segregation of duties and compliance best practices.
* Grasp of basic accounting concepts and how O2C processes impact the company's working capital targets and financial performance.