Process Analyst

USG Corporation • Chicago, IL

1d

About The Position

This position is responsible for the day-to-day customer payment dispute resolution activities for our USG/CGC customer portfolio. This position is also responsible for the day-to-day monitoring of our National Accounts invoice balances and taking action to resolve disputes on fully unpaid invoices. These include Home Depot, Home Depot Canada, Lowe’s, Menards, and Ace Hardware. This position will work closely with customer accounting, sales, pricing, and operation teams to ensure we minimize the company’s bad debt and collect cash owed to us. This position will work closely with our customers to execute best in class dispute resolution activities in a manner that treats all customers with respect and builds trust through the invoice to cash process. This position is responsible for reviewing and resolving all USG/CGC customer payments disputes quickly, accurately, and consistently using high quality customer service.

Requirements

• Bachelor’s degree required
• 1-2 years professional experience in customer service or related field.
• Demonstrates experience in working in a collaborative team environment.
• Strong negotiating/influencing skills. Ability to interact with and serve customers, sales, and operations personnel.
• Excellent communication skills, both verbal and written.
• Proficient in Microsoft Office suite of applications.
• Demonstrates a strong sense of curiosity and a proactive approach to learning, continuously seeking out new information and innovative solutions to improve processes and outcomes

Nice To Haves

• Background in USG, CGC or National Account customers is a plus.
• Understanding of USG/CGC business priorities from a sales perspective.
• Understanding of the USG/CGC customer and the credit/collection process.
• The successful candidate demonstrates strong communication, collaboration, and interpersonal skills.

Responsibilities

• Use data to analyze customer’s accounts and to identify actionable steps to be taken for dispute resolution efforts.
• Research disputed invoices and take action to resolve including sending emails to customers, sales/pricing/operation teams, and conducting disputes on the customers portals
• Escalate dispute issues to management as required
• Build effective relationships with customers
• Collaborate with peers to effectively manage the workload of the team, share information, and minimize the company’s write-offs and collect cash owed to us
• Identify issues and root causes of invoice payment disputes
• Maintain accurate and updated customer contact information

Benefits

• USG employees enjoy a number of benefit options for themselves and their families. These include two medical insurance options, as well as vision and dental coverage. The cost of these optional programs varies based on coverage level - employees generally pay 25% of the monthly premium cost, USG pays the rest. These coverage options are offered on the first day of employment with no waiting period.
• Additionally, USG employees enjoy both a 401(k) Investment Plan with company match and a pension plan.
• Beyond these main features, employees may also choose from a number of additional programs like life insurance, accident insurance, legal insurance, even pet insurance, just to name a few.
• USG also offers Quarterly (hourly) / Annual (salary) bonus potential for all employees based on performance metrics tied to safety, quality, and productivity.
• USG also provides employees with paid time off and paid holidays.

What This Job Offers

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