**Order to Cash Specialist Role Summary**
This role is responsible for executing day-to-day responsibilities within Customers' Billing and Time Management areas, adhering to standard processes and procedures.
The Order to Cash (O2C) Specialist will work collaboratively with internal and external customers, cross-functional teams at various levels to resolve issues. Exceptional customer service skills, strong attention to detail, and the ability to work independently are required, assuming ownership of an assigned portfolio of accounts.
Core Responsibilities:
* Ensure timely and accurate invoicing completion.
* Validate billing attributes and handle exceptions.
* Support Operations Teams in ensuring correct bill rates setup and alignment with customers' contracts and agreements.
* Monitor deadlines and cut-off times, providing quality and complete input by relevant stakeholders.
* Maintain detailed records of customer correspondence.
* Assist with dispute resolution and escalate through proper channels if needed.
* Provide support on escalated issues, including those from BPO and oversee end-to-end billing activities.
* Provide feedback to O2C Team Lead to ensure 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.
* 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.