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Research And Resolution Analyst
hace 1 mes
**Job Description**:
The person selected for this position will be responsible for research, analysis and resolution of high volume, standard and complex order exceptions within ARM Facility business.
Determines root cause(s) recommends and implements appropriate activities and practices to increase collection of company revenue volume and decrease outstanding accounts receivable while overseeing customer satisfaction.
Enters and follows up on timely shipments for all Capital Sale Orders, Warranty, and Asset Management in accordance with corporate guidelines.
Main responsibilities
Reviews, analyzes, and reconciles initial Order Entry exceptions and discrepancies to ensure accurate billing and prompt payment within best business practice and time sensitive guidelines.
Ability to develop solutions to complex order and billing discrepancies and which may impact multiple areas
Performs extended resolution activities on more extensive order exceptions and discrepancies including engaging parties such as National Contact Center, Order Fulfillment, Contracts Area and field staff to collect necessary order details required to advance the resolution or billing process
Required to understand Corporate Credit Guideline and interpret contract language to complete the entry of Capital Sale, Asset Management, Warranty, and special program orders in accordance with contractual terms
Manages Facility State Licenses and communicates any discrepancies to leadership.
Facilitates high volume, extensive professional level verbal and written communications to a broad spectrum of internal and external contacts during all resolution activities
Settle disputed accounts receivable and issue credits/debits as appropriate and in accordance with company guidelines
Researches and verifies all requisite specific customer order information such as contractual stipulations and service dates, billing and shipping requirements, RMAs, Voids, and other reasons as necessary
Coordinate with National Contact Center and perform re-entry of incorrectly entered orders
Creates and manages MIA billing in accordance with standard operating procedures.
Participate in any and all reasonable work activities as assigned and deemed appropriate by management
Main requirements
- Bachelor's degree in business or related field, or 5 years' experience handling various types of rental and sales orders and billing discrepancies
- Ability to analyze and resolve order discrepancies; work requires the exercise of discretion and independent judgment to investigate and resolve problems or situations
- Knowledge of basic accounting skills
- Solid conflict management and decision-making skills
- Ability to read and interpret contract language
- Intermediate proficiencies with order management and billing systems; including MS Office software with the ability to learn other databases as required
- Ability to communicate effectively, both verbally and in writing, with all levels of external and internal customers.
- Demonstrates willingness and ability to participate in all required training programs
- Ability to work effectively and exercise sound business judgment in a team environment, as well as independently
- Advanced/Fluent English
- Disputes or Collections experience
Preferred Qualifications
- Experience with different ERPs and systems, including GetPaid, Oracle, Tableau, Shelton Connect, Red Prairie, Verint, Cisco Finesse, UPS Website.
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