Job Description
SPS Commerce is a leading provider of cloud-based supply chain management solutions, serving a global network of retail trading partners. The Associate Billing Analyst will engage with customers to respond to inquiries and resolve issues, ensuring a positive customer experience.
Responsibilities
- Utilize processes, tools, and resources to respond to customer inquiries, educate customers, troubleshoot issues, provide resources, understand the Voice of Customer, and provide a single-touch resolution
- Create a positive, empathetic internal and external customer experience with each interaction
- Resolve basic inquiries related to an invoice, payment, account, cancellation, or similar inquiry and stretch in role to resolve inquiries of moderate complexity
- Spot patterns of customer inquiries; analyze root cause; act transactionally and think relationally; share insights with team/leader to close opportunity gaps
- Document customer interactions, key findings, progress, and insights in Salesforce
- Facilitate problem identification, research, and timely follow-up to an ultimate resolution
- Collaborate with internal individuals or teams, as necessary
- Refer and/or escalate cases to the appropriate internal individuals or teams
Skills
- Bachelor's degree or equivalent combination of education and experience
- Problem-solving and investigative mindset while being curious and having a customer-centric focus
- Professional and customer centric slant on verbal and written communication skills
- Proven competence with Microsoft Office (e.g., Word, Excel, PowerPoint, Outlook)
- Must maintain confidential information
- Prior customer service experience in any industry
- Demonstrated abilities and comfort to navigate a variety of platforms (e.g., Salesforce, VersaPay, MS Dynamics NAV)
Benefits
- Comprehensive benefits package designed to support employees’ health, well-being, and financial security
Company Overview
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