Customer Billing Support Call Center Agent

## What you’ll do:

Job Summary

The CPS Customer Billing Support serves as the primary point of contact for vendors, third-party service providers, and internal stakeholders regarding invoicing and financial support activities related to Critical Power Solutions (CPS) products.

This role is responsible for ensuring the accurate processing of invoices, credits, tax related documentation, vendor onboarding requirements, and payment inquiries.

Job Responsibilities

• Serve as the primary point of contact for vendors, third-party service providers, and internal teams regarding invoicing, credits, payment status, and financial inquiries.
• Maintain and update Accounts Payable (AP) communication channels and distribution lists.
• Submit, track, and monitor invoices to ensure timely and accurate processing.
• Complete vendor onboarding documentation, including vendor information sheets and portal registrations.
• Manage customer credit requests and collaborate with Finance teams to ensure timely resolution.
• Investigate, reconcile, and resolve invoice discrepancies, disputes, and payment issues.
• Coordinate tax related inquiries and documentation requirements with internal and external stakeholders.
• Process and track credit memos while ensuring compliance with company policies and procedures.
• Maintain and update vendor portals, ensuring information accuracy and completeness.
• Deliver exceptional customer service by meeting or exceeding phone, email, quality, and service level metrics.
• Build positive relationships with vendors and customers through professional, respectful, and solution oriented communication.
• Demonstrate empathy and customer sentiment awareness when managing inquiries, concerns, and escalations.
• Facilitate effective communication and information flow among customers, vendors, Finance, Operations, and service teams.
• Identify opportunities for process improvement and contribute to initiatives that enhance efficiency and customer experience.
• Analyze financial and operational information to identify root causes and recommend corrective actions.
• Prioritize workload effectively to meet business objectives and customer expectations.
• Effectively manage competing priorities within a dynamic, high volume environment while maintaining accuracy and attention to detail.
• Constructively address conflicts and discrepancies, driving positive and mutually beneficial resolutions.
• Ensure compliance with company policies, financial controls, audit requirements, and ethical business practices.

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## Qualifications:

Education Level Required

Bachelor's Degree in Business Administration, Finance, Accounting, Supply Chain, Economics, or a related discipline required.

Years and Area of Experience Required

• Minimum of 3 years of customer-facing, invoicing, finance operations, accounts payable, or related experience.
• Experience supporting vendors, customers, and cross-functional stakeholders in a professional business environment.
• Proven experience with contract auditing, billing verification, invoice reconciliation, and quantity control preferred.
• Experience resolving complex issues while maintaining high levels of customer satisfaction.

Technical Knowledge

• Proficiency with SAP and Salesforce.
• Strong Microsoft Office skills, particularly Excel and Outlook.
• Understanding of invoicing, accounts payable processes, credits, and tax documentation requirements.
• Experience working with vendor portals and electronic invoicing systems.
• Advanced English proficiency, both written and verbal.
• Strong analytical, problem-solving, and organizational skills.

## Skills:

• Customer Focus
• Conflict Resolution
• Analytical and Critical Thinking
• Attention to Detail
• Process Improvement Mindset
• Relationship Building and Stakeholder Management
• Time Management and Prioritization