Managed Services, Customer Success

ABOUT THE JOB:

This job is responsible for maintaining partner relationships with assigned accounts which includes responsibilities in the following areas: purchase order creation, dispatch, partner invoicing, customer billing and A/P inquiries.

WHAT YOU'LL BE DOING:

Purchase Order Creation: 

• Create Purchase Orders to partners for customer orders.
• Contact vendors and acquire pricing for managed service items and to fulfill orders.
• Request and confirm delivery of ordered items; work with sales to keep clear communication on updates and delays.
• Update existing purchase orders when change orders are requested.
• Goods receipt Purchase Orders in SAP.
• Work with sales to keep clear communication on updates and delays .
• Answer partner calls and e-mails concerning purchase orders and deliveries.

Dispatch Coordinator: 

• Act as a point of contact and liaison for vendors in an assigned region and maintain contact with them.
• Work to establish supplier performance goals and drive performance improvement for suppliers.
• Confirm delivery with vendors.
• Activate and deactivate contracts in SAP.
• Schedule pickups and confirm their occurrence with vendors.
• Assist in preparation and participate in regular, recurring vendor performance reviews with Regional Field Manager.
• Coach/train vendors on current requirements, processes, and procedures when deficiencies are identified.
• Follow up on outstanding orders and status. Includes documenting status in SOR.
• Other duties as assigned .

AP/Billing Coordinator:

• Verify and match partner invoices to Purchase Orders, process for payment.
• Prioritize and resolve escalated partner/payment issues with urgency.
• Create additional billings to customers based on additional services requested and invoiced by partners.
• Answer partner calls and e-mails concerning invoicing and payments.
• Review partner aging reports/statements, research issues, and provide answers.
• Dispute unauthorized or over-billed charges from partners.
• Audit/verify items on rent on a monthly basis.

Customer Service: 

• Answer customer calls and emails regarding service issues, change requests and billing disputes.
• Create new contracts for units added to site after initial order.
• Assist sales reps with research/corrections/updates to new and existing contracts.
• Work with customers on escalated billing disputes, etc.
• Create additional billings to customers based on additional services requested and invoiced by partners.
• Audit/verify items on rent monthly.

EDUCATION AND QUALIFICATIONS:

Required Education and Experience: 

• Minimum Required Education level: High School Diploma/GED
• Preferred Education Level: Bachelor Degree
• Years of related experience:  minimum 1 year of accounts payable (A/P), accounts receivable (A/R) and/or billing experience and data /order entry experience

Skills & Systems: 

• Required Skills: 
• Excellent customer service and communication skills (both verbal and written) with professional demeanor
• Strong organizational skills along with attention to detail and ability to multi-task
• Ability to influence a sale
• Preferred Skills: Rental/broker experience, SalesForce.com, ERP System, E-Invoice Chat