Associate Specialist, Customer Solutions (Finance)

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Develop collaborative relationships with assigned customers and sales agents including participation in customer monthly or quarterly business reviews 5%
• Find answers for a variety of customer inquiries using resources and understanding of XPO abilities, processes, and tools. 5%
• Proactively monitor systems and reports to meet the customers unique requirements. 25%
• Initiates action based on the data reviewed. Defects such as billing issues, data discrepancies, or shipment delays should be handled effectively and with urgency so that the customer’s supply chain and shipment visibility are not disrupted. 30%
• Investigate invoice disputes, auditing against tariff and client contracts using a variety of tools and systems. Action to resolve the customer's concern. Keep the customer updated throughout the process and escalate when resolution has stalled 5%
• Perform Root Cause/Corrective Action investigations 5%
• Utilize critical thinking and resourcefulness to resolve a variety of customer issues that arise that might not have been planned or trained for. 5%
• Escalate when necessary. The assigned customers have unique needs that may not be easily met. Influencing operational or other personnel is necessary. Recognize impactful situations and escalate for support before allowing an impactful failure. 10%