Billing Specialist

Role Purpose

The Billing Specialist implements standard, difficult and customized billing programs that are consistent with marketing and sales offers and customer contractual agreements. This role provides direct customer contact, define customer invoice requirements and resolve disputes. You are expected to support the invoicing process, customer credit integrity testing, customer portal monitoring, and invoicing and delivery of document scanning.

Key Accountabilities

• Develop a deep understanding of the various types of Lubricants billing processes within various customer channels of trade, focus on customer requirements, and other sales and marketing offers
• Resolve billing disputes accurately and within prescribed service level targets
• Ready to work on email, chats and call to address customer queries
• Collaborate with various Lubricants functions such as Sales, Customer Support, Supply Chain, Pricing, Finance and Tax to capture information to ensure transactional accuracy
• Apply cause Investigation methodology for all billing errors to drive continuous improvement
• Participate in Investigation team that applies a data driven approach to identify specific problems to drive prevention opportunities
• Work closely with the Accounts Receivable team to ensure that billing defects are resolved in a timely manner that results in prompt collections ability
• Work closely with the Order Fulfillment team to assist in Order to Cash workflow
• Serves as customer advocate by understanding customer requirements and expectations, and acts as liaison between the customer and business representatives including credit, marketing, supply chain, technical support, product management and sales
• Maintain close contact with the customers to assess their requirements and handle the entire customer experience, including but not limited to: customer master information and detailed customer profiles, pricing/quote inquiries, dispute resolution, product information requests, invoicing, material returns and resolution of customer complaints
• Monitor distributors open order report to ensure adherence to BP policies and procedures on timely delivery and order confirmation; review and correct billings and credit processes as
• Orchestrate the troubleshooting for incorrect distributor crediting process issues related to platform, advance pricing, address book, payables, warehouse or receivables
• Assist in training distributors on use of financial tools
• Request and follow up on confirmation of delivery documentation when requested by distributors

Education and Experience

• Any Graduate with minimum of 3 years of Billing Support or Back Office Customer Service experience in order to cash processes such as master data, contract pricing, billing, tax, accounts receivable, etc.
• 2 years experience using service center tools; CRM, SAP or JDE.
• Proficient PC skills (Microsoft Outlook Excel, IRAS/ Cross link) including considerable keyboarding skills
• Customer Service oriented - outstanding communication and people skills; energetic and enthusiastic; takes initiative to successfully anticipate the needs, handle the issues and resolve the problems of internal and external customers and clients; views complaints as opportunities; acts as a customer advocate establishing relationships and long-term mutual benefit
• Performance oriented - proactive self-starter biased to do things before being asked; attention to detail and excellent organization skills; creative insight into problem-solving; able to multi-task, lead time and balance multiple priorities
• Team oriented - actively promote a coordinated/positive team spirit and respect the diverse contributions of teams, partners and networks; create and build value for the company and its collaborators