Business Support Specialist

TEKsystems•Westbrook, ME

10d•$21 - $29•Hybrid

About The Position

The Veterinary Software Business Services & Subscription team is looking to add an additional Business Support Specialist member to our growing team to help meet business demands; the role is a unique combination of order entry and billing-related customer service. This team is part of the Veterinary Software Customer Experience division, a dynamic team that is focusing on improving the accuracy and response time of our customer experience across all IDEXX software from sale throughout the customer lifecycle. The Business Support Specialist will play a key role in ensuring accurate and timely billing of IDEXX software products and services. This individual will handle a variety of administrative and customer-facing tasks to support billing operations, including responding to customer inquiries, processing contracts, and maintaining accurate records per our audit standards. The ideal candidate will have strong attention to detail, excellent communication skills, and proficiency in data entry.

Requirements

High quality interpersonal skills, with experience working with customers and maintaining good customer relationships.
Phone skills, with the ability to establish rapport.
Strong verbal and written communication and cross-functional collaboration skills, including the ability to communicate complex technical issues to technical and non-technical users in a professional, positive, friendly and understandable manner.
Comfortable speaking with customers about money or challenging conversations, such as declining a request for credit.
Strong deductive reasoning and analytical skills to resolve issues.
Attention to detail.
Data Analytic skill set, including intermediate experience in excel (i.e., sum, v or x look up familiarity).
Ability to adjust to changes in the functionality of the role as the position evolves.
Organized with the ability to multi-task.
Solid follow through with limited to no supervision.
Comfortable with adapting to situations and positively navigating change.
Process improvement experience and aptitude.
Ability to work independently and as part of a team.
Technical record-keeping management skills.

Nice To Haves

Prior experience working with SAP for order entry and reporting.

Responsibilities

Communicating with customers about billing inquiries surrounding the Veterinary Software invoices on their monthly statement.
Acting as Tier II of billing questions for customers.
Recording and tracking all customer-facing tasks.
Processing new contracts/orders in a manner aligned with standard operating procedures and other compliance requirements.
Reviewing and processing contracts for financial related terms and conditions to ensure accuracy, completeness, and compliance with company policies and legal requirements.
Ensuring compliance with audit standards and financial guidelines.
Entering contract data into internal systems and maintaining records in administrative portals.
Maintaining electronic filing and archiving of project specific documents, including project opening forms, contracts, proposals and budget changes.
Ensuring that appropriate approvals are obtained in accordance with company policies.
Researching and reconciling project related billing issues, identifying the cause of project variances and clearing when possible.
Managing invoices/usage for all VetSoft Products, including creating entries, credits, cancellations etc. (Sales to Support).
Updating and maintaining customer subscription details, making necessary changes to reflect requests accurately.
Reconciling invoice discrepancies and working with internal teams to resolve issues promptly.
Performing data management using excel skills in numerous systems.
Collaborating with leadership and internal stakeholders on billing process design for software products, and process workflow improvements for existing software products and team(s).
Collaborating with cross-functional teams to support billing operations and ensure data integrity.
Performing UAT of new processes as part of large, scaled projects.
Documenting new and existing billing processes to improve efficiency and accuracy.