Quality Manager overseeing and managing billing quality processes and audits at WM. Engaging stakeholders and ensuring billing accuracy and improvements across departments.
About the role
- Customer Billing Specialist managing invoicing, collections, and customer inquiries for Ford Pro. Ensuring accurate and efficient billing processes while collaborating with various stakeholders.
Responsibilities
- Manage and execute billing operations: Oversee routine and ad hoc billing and payment processes, including month-end close activities, to ensure accuracy and timeliness.
- Invoice and payment accuracy: Process customer invoices, credits, debit memos, chargebacks, refunds, and payments with precision and within established timelines.
- Custom invoicing solutions: Develop and manage tailored invoicing tools, including the creation and maintenance of Excel-based templates to meet unique customer requirements.
- Billing analysis and process improvement: Conduct detailed billing analyses to identify trends, discrepancies, and opportunities for improving efficiency, accuracy, and revenue optimization.
- Customer support and communication: Serve as a primary point of contact for Ford Pro customers regarding billing inquiries, ensuring prompt issue resolution and clear, professional communication.
- Collections and account management: Engage customers in collections and other billing-related phone calls to maintain timely payments and strong customer relationships.
- Subscription management: Support the administration of prepaid Charging SaaS and Fleet Management subscriptions.
- Cross-functional collaboration: Partner with key stakeholders to design, test, and implement new billing and invoicing solutions that support evolving business needs.
- Reporting and compliance: Manage recurring and ad hoc reports related to billing and financial operations, while ensuring compliance with daily and annual billing requirements.
- Project coordination and updates: Work closely with Product Owners, Managers, and other stakeholders to provide regular project updates on design, implementation, and testing progress; identify and communicate risks, gaps, and milestones to leadership.
- System integration support: Assist with Zuora migration initiatives and other billing system enhancements as required.
- Relationship management: Build and maintain effective working relationships across multiple internal teams and external partners within a dynamic, entrepreneurial environment.
- Revenue and customer balance: Maintain a strong balance between protecting Ford Pro’s revenue interests and ensuring fair, customer-focused outcomes.
- Team communication: Communicate updates effectively to Customer Enablement and Support team members to ensure alignment and consistency.
- Culture and collaboration: Contribute as a positive, proactive team member—demonstrating a strong work ethic, creative problem-solving, and a collaborative approach while sharing best practices and lessons learned.
Requirements
- Bachelor’s degree required
- 3-5+ years of billing experience in a customer facing role required
- Advanced proficiency with Office 365, particularly Excel for data analysis and custom template creation.
- Excellent communication, listening, and interpersonal skills with a proven ability to manage customer inquiries and resolve billing-related issues effectively.
- Experience in billing and payment processing, including customer invoicing, credits/debit memos, chargebacks, refunds, payments, and month-end processing.
- High emotional intelligence in professional and social settings, with the ability to establish and maintain strong relationships across the organization and with customers.
- Skilled in navigating complex organizational dynamics; able to persuade, influence, and drive change while maintaining a professional image.
Benefits
- Immediate medical, dental, vision and prescription drug coverage
- Flexible family care days, paid parental leave, new parent ramp-up programs, subsidized back-up childcare and more
- Family building benefits including adoption and surrogacy expense reimbursement, fertility treatments, and more
- Vehicle discount program for employees and family members and management leases
- Tuition assistance
- Established and active employee resource groups
- Paid time off for individual and team community service
- A generous schedule of paid holidays, including the week between Christmas and New Year’s Day
- Paid time off and the option to purchase additional vacation time.
Job title
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