Associate Billing Analyst

SPS Commerce • Minneapolis, MN

20h • $20 - $30 • Hybrid

About The Position

SPS Commerce is a leading provider of cloud-based supply chain management solutions, serving a global network of retail trading partners. We foster a collaborative and inclusive work environment where innovation and continuous improvement are highly valued. Join SPS Commerce and be part of a dynamic team that's transforming the global retail supply chain! Position Summary: Job Summary: The Associate Billing Analyst will engage with customers to respond to their inquiry using established and documented processes. This role will bring cases to a resolution while focusing on providing a positive experience to our customer. Essential Responsibilities / Duties 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

Requirements

• 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

Nice To Haves

• Prior customer service experience in any industry
• Demonstrated abilities and comfort to navigate a variety of platforms (e.g., Salesforce, VersaPay, MS Dynamics NAV)

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level