Customer Service & Support Jobs in pune, India (Now Hiring) — 22 open

Summary

Reporting to Billing & Collections Manager the position will be the primary point of contact for a variety of AR related activities focused on resolving client communications regarding billing and collections inquiries, as well as internal requests regarding the same. This role will be responsible for overseeing all vendor onboarding and third-party platform management. With an emphasis on prompt and accurate communications the ideal candidate will be able to strictly adhere to our companies SLA standards and ensure every message is escalated accordingly if it cannot be actioned in real time directly. You will work as part of a growing team at a well-funded growth-stage tech company, and you will have direct communications with clients and a number of internal teams. There will be significant opportunity to advance your career as the company scales.

Qualifications: 

• Preference for a candidate with a BCOM / MCOM/ BBA / MBA in Finance.
• 1+ years of experience in O2C collections, Revenue recognition & reconciliation and Email Queue or Case Management.
• Preference for candidates who have worked with Salesforce and NetSuite.

• Primary Skills: Excellent Written and Verbal Communication, Data Management, Customer Service, Billing and Collections Experience, Problem Solving and Multitasking.
• Secondary Skills: Time Management Skills, Ownership of case management, Excel and Gsuite.

Key Responsibilities:

• Email Queue Management: Will be responsible for keeping the combined Billing & Collections email queue within 24 business hours SLA; the candidate will work as the primary point of contact for all new email threads to ensure routine questions and vendor onboarding requests are dealt with in a timely manner or escalated internally where appropriate. Existing threads will be assigned and connected to the dedicated AR Lead or Biller where applicable and appropriate. Some specific responsibilities include but are not limited to:
• The Queue Specialist will handle the completion of Banking Forms and provide other such Financial documentation such as W9’s, Tax Certificates, etc. – any forms requiring internal escalation, the Queue Specialist will manage the corresponding case until the client or internal contact is provided what is needed.
• The Queue Specialist will resubmit invoices through the billing system by email or by vendor portal as needed if the client provides updated billing information post sale/renewal.
• The Queue Specialist will respond to urgent escalation requests and flag internally the appropriate party for support, where needed.
• The Queue Specialist will ensure all open cases are being managed by the team and actioned in a timely manner, once assigned.
• Vendor Onboarding: The Queue Specialist will own the process of vendor onboarding for AlphaSense and its clients, including but not limited to:
• Review, validate, and maintain vendor records, legal names, tax IDs, addresses, and contact information.
• Provide documents such as W-9, 10F forms, NO PE certificates, banking information, COI, TRC etc.
• Ensure accurate vendor creation in procurement systems (SAP, Oracle, Ariba, Coupa, Tungsten, Ramp, Wise etc Different client portal from different geographical locations).
• Perform high-importance confirmations including bank verification and TIN validation.
• Hands on Experience in NetSuite and Salesforce.
• Contract Review: Review contract and SFDC data, audit sales orders and invoices within the billing system and ensure they are delivered successfully to clients (and meet client requirements). Ensures compliance with company policies and procedures. Understanding contract structure, billing practices, and customer policies from both a customer-facing and a finance department perspective; Must be able to resolve simple billing issues without escalation and know when to flag a case for internal audit by the biller and management team per specified protocols.

Note : We are looking for candidate who is ready to work in NY or EST shift hrs, i.e 2.pm to 11pm IST.

Immediate Joiners will be preferred.

Skills And Requirements

• Minimum 1 years’ experience in AR, O2C and collections process, whether directly as a biller, a collections specialist or a queue management specialist.
• Advanced proficiency in Excel is encouraged.
• Strong analytical skills are essential; the ideal candidate will have a keen eye for detail and will not allow emails or cases to fall through the cracks.
• Strong oral and written communication skills in English with the ability to effectively gather and convey information via e-mail or phone with people located in other non-local offices and in different time zones.
• Experience with Maxio, NetSuite, Sage Intacct and Salesforce will be preferred.
• The ideal candidate will be a self-motivated, proactive, deadline-oriented, fast learner, who is an organized, dedicated, flexible, hands-on team player with excellent problem-solving skills. "Roll-up-the-sleeves" approach is required. Comfortable in an unstructured, dynamic, fast-paced environment.
• Extended hours required during peak business periods – financial close, audit periods, and as required by management.
• Maintain accounts receivable records to ensure aging is up to date, credits and collections are applied, uncollectible amounts are accounted for, and miscellaneous differences are cleared. Perform account reconciliations (with banks and payment gateways). Maintain the billing system. Generate invoices and account statements as needed upon request.
• Monitor and collect accounts receivable email queue; strengthen and grow relationships with clients by communicating with customers regarding past-due accounts and ensuring the AR Lead responsible for primary outreach is keeping to their queue.
• Support other accounting and finance team members and assist in general financial management and analysis. Proficiency with Microsoft Office (Excel, Word, etc) and Google Drive. Ability to work independently, and exercise integrity and confidentiality in handling information.
• Ensure accurate and timely invoicing through the resolution of client invoicing issues. Interface with the sales, and customer delivery teams in the field. Ensure compliance with client systems.
• Timely and efficient monthly close through the support of the Finance team on any ad hoc requests that require time sensitive attention and support from the Billing & Collections team the Specialist may be able to assist on.