The Order to Cash 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 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 ownershipof an assigned portfolio of accounts.
Core Responsabilities:
* 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 by 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.
* Promote a culture of exceptional customer service.
* Ability to calmly address and resolve conflicts.
* Comfortably interact with various levels of authority
Technical Competencies:
* 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.
* Effective client service mentality: able to collaborate with stakeholders, employees, and customers to deliver a positive experience.
* Grasp of basic accounting concepts and how O2C processes impact the company’s working capital targets and financial performance.