Customer Billing Specialist

Ford•Detroit, MI

About The Position

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. Established and active employee resource groups

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.
Demonstrated adaptability and flexibility in fast-paced, evolving environments.
Strong sense of accountability and results-oriented execution.
Naturally curious, with a willingness to challenge the status quo and explore better ways of working.
Strong analytical, creative, and critical thinking skills with the ability to identify patterns and develop innovative solutions.
Self-confident and capable of working both independently and collaboratively.