Service Agreement Administrator II

TDIndustries•Dallas, TX

About The Position

Resolves customer inquiries and complaints fairly and effectively. Provides information to customers both internal and external. Supports the sales team on set up and renewal of service agreements. Recommends and implements programs to support customer needs. Handles special billings and complex invoices, processes cancelations, and processes service agreements.

Requirements

Completion of High School diploma or GED.
3 - 5 years of commercial service provider experience in an accounting or finance-related position.
Strong organizational skills.
Excellent customer service skills.
Ability to work with varying seniority levels, including staff, managers, and external partners.

Responsibilities

Acts as the primary interface for all service agreement administrative issues from customers, Business Development Managers, Account Managers, and Service Managers. Utilizes Dynamics 365 for all customer information and processing of service agreements.
Manages customers' administrative needs and requests, delivering exceptional service to consistently meet or exceed their expectations, both immediate and long-term.
Processes complex invoices and credits to customer, issues purchase orders to vendors, and closes completed service agreement work orders. Interprets and processes work orders, invoices, credits, and correspondence. Maintains proper documentation requirements for service call processes, customer requests, and billing. Audits and reviews all work orders to ensure work is complete and accurate. Ensures any billable item is approved and directed to the correct customer.
Develops and maintains partnership with customers, vendors, account managers, and service managers.
Ensures all weekly, monthly, and annual customer service and accounting processes are accurately followed according to company procedures and deadlines.
Handles special billings as needed (i.e., multiple service agreements on one invoice, credits, progress billings), and performs the set-up of new agreements, revenue recognition, planned maintenance schedules, etc.
Balances and reconciles budgeted versus actuals on individual agreements for customers to ensure revenue and billing align with GAAP.
Processes cancellations with consideration for work performed to balance and reconcile revenue and billings.
Analyzes the cost and inventory impact of work processed on agreements. Reviews service agreement reports to analyze gross margin to provide feedback to Service and Sales Managers.
Identifies missing revenue in the month assigned by ensuring the work scheduled is completed within the expected time frame for the customer. Proactively identifies potential risks.
Other duties as assigned.