Customer Revenue Operations Coordinator

Chesapeake Utilities Corporation•Pocomoke City, VA

5d•$52,500 - $87,500•Hybrid

About The Position

The Customer Revenue Operations Coordinator serves as an SAP-enabled quality and analytical resource for Customer Operations, helping ensure accurate, timely, and compliant execution of the utility’s meter-to-cash processes. This role supports daily operations in SAP S/4HANA (CIS) and related platforms by monitoring billing and payment performance, researching and resolving exceptions (including BPEM-driven work), improving data integrity, and coordinating cross-functional resolution of billing impacts. The ideal candidate combines utility industry knowledge (rates/tariffs, regulated customer protections, and audit expectations) with strong analytical skills to identify root causes, reduce rework, and improve customer outcomes.

Requirements

Working knowledge of utility meter-to-cash processes (meter read/validation, billing, invoicing, bill delivery, payment posting, and exception handling) and how upstream data quality impacts billing outcomes.
Knowledge of SAP-enabled billing operations and controls, including exception management concepts (e.g., BPEM case handling), audit trail expectations, and the importance of accurate master data (business partner, premise, contract, device, and rate-related data).
Strong analytical and quality mindset with ability to identify patterns, perform root-cause analysis, and recommend corrective actions that reduce rework and customer impact (e.g., repeat estimated bills, cancellations/rebills, posting failures).
Familiarity with Sarbanes-Oxley (SOX) controls, audit support expectations, and SAP access/segregation of-duties concepts in a regulated utility environment.
Proficiency with SAP S/4HANA (CIS) and related customer platforms (e.g., SAP C4C), plus advanced Excel skills for analysis (pivot tables, lookups, reconciliation support); familiarity with reporting tools (e.g., Power BI) preferred.
Ability to document processes clearly (job aids/standard work), maintain evidence for audits, and support consistent execution across teams through training and quality calibration.
Ability to present information clearly and effectively, and respond thoughtfully to inquiries from all levels of the organization and the broader community, including management, clients, customers, and the general public.
Exceptional customer service experience with strong interpersonal and communication skills.
Must have a high level of initiative, excellent problem-solving skills and a continuous improvement mindset.
Ability to safeguard customer and financial data, follow access/SoD rules, and maintain accurate SAP notes/documentation that support regulatory compliance and audit requirements.
Must demonstrate sound communication, business judgement, time management, decision making skills and maintain confidentiality.
Ability to work independently as well as in a diverse work group/environment.
Must be able to handle deadlines and negotiate skillfully.
3 years of experience in customer operations, billing, payments, credit/collections, or related customer-facing back-office work, including use of an enterprise CIS/ERP system.
5+ years of direct utility customer operations experience (gas and/or electric) with hands-on SAP S/4HANA for Utilities / SAP IS-U exposure, including billing/invoicing workflows, payment posting, exception management (e.g., BPEM), and basic understanding of tariffs/rates and regulated customer protections.

Nice To Haves

Familiarity with reporting tools (e.g., Power BI)

Responsibilities

Coordinate customer assistance and agency payments to ensure accurate, timely posting in SAP (e.g., contract account postings), including validation of payment files, exception items, and required documentation.
Partner with Accounting, IT/BIS, and vendor partners to ensure payment files, manual postings, adjustments, and exception items are processed efficiently in SAP and aligned with established controls (including reconciliation keys/lots, audit trails, and segregation-of-duties expectations).
Maintain accurate tracking and quality controls for billing-facing work items, including SAP exceptions (e.g., BPEM cases, billing/invoicing outsources/outsorts, suspense/clarification items) and any approved work performed outside SAP, ensuring timely updates, required approvals, and complete documentation.
Serve as a point of contact for escalations related to billing, payments, credit, and collections processes; triage issues using SAP and CRM case information (e.g., SAP C4C), assess customer/regulatory impact, and coordinate timely resolution with the appropriate functional owners.
Perform root-cause analysis of recurring billing and payment issues (e.g., estimated bills, implausible reads, billing/invoicing errors, posting failures) and participate in workflow reviews to identify gaps, strengthen controls, and reduce repeat volume across the meter-to-cash lifecycle.
Support user acceptance testing (UAT) and production validation for SAP and related system enhancements, including execution of test scripts, documentation of defects, validation of billing/invoicing/payment impacts, and confirmation that control requirements are met before and after release.
Support credit and collections processes as needed by providing SAP-based research and documentation (e.g., payment history, posting status, account notes, dunning/collection holds), and coordinating with field collections/disconnect activities in accordance with regulatory and safety requirements.
Identify, plan, and coordinate cross-functional training and job aids that improve SAP process adherence and quality (e.g., billing adjustment documentation, required account notes, handoffs between SAP and C4C, and consistent categorization of exceptions).
Support internal, external, and regulatory audits by preparing SAP evidence, data extracts, and process explanations (e.g., billing controls, payment posting controls, access/SoD support, and exception management), ensuring documentation is complete, timely, and audit-ready.
Work closely with Billing Operations, Collections, Finance/Accounting, IT/BIS, and SAP delivery partners to ensure alignment on priorities, consistent process execution, and timely resolution of SAP defects, data issues, and billing exceptions across operating companies.
Develop and maintain analytical reporting (Excel and other reporting tools as available) to monitor billing and payment quality (e.g., exceptions, aging, rework drivers, cancellations/rebills, estimated bill trends), summarize findings for leaders, and recommend data-driven process improvements.
Provide feedback and insights to improve system functionality, reduce manual work, and strengthen data accuracy.
Partner to maintain process documentation, job aids, and training materials to support operational readiness and knowledge transfer.
Support customer service activities, including participating in and attending customer events.
Support leadership in resolving internal and customer‑facing items by providing timely coordination and assistance.
Travel and overtime as needed.