Customer Service Billing Supervisor - Quaker Houghton

Responsible for invoicing and invoice adjustments, as well as SOX controls monitoring and root-cause analysis for all customer service-related activities. Manage and track invoice accuracy and timeliness. Provides leadership within the Customer Service department and maintains an ongoing positive relationship with internal and external customers.

Job Responsibilities/Activities:

• Provides daily leadership, training, coaching and directly manages the efforts of a team of Customer Service Billing Associates. Responsible for maintaining payroll accuracy, approval of time cards. Backup for Billing Associates as needed.
• Reporting responsibilities include monthly department metrics including invoice accuracy and timeliness, error rates, end of the month recap and other reports as needed.
• Responsible for weekly and monthly controls monitoring for all customer-service related activities. This includes controls preparation, root-cause analysis, corrective/preventive action development and implementation, ownership/management of documentation requirements and document repository, as well as audit support as needed.
• Identify process improvements and initiatives on an ongoing basis; Partner with Customer Service Manager’s efforts and department goals.
• Serves as a troubleshooter and facilitator for the billing team. Responsible for handling problems and issues encountered and expected to be proactive in preventing these issues from reoccurring.
• Works in conjunction with the Customer Service Manager on mid and yearly performance evaluations for department personnel. Additionally, sets goals and objectives for team as well as performance coaching and improvement plans.
• Creates and manages training documentation within approved databases; including process documentation for training and reference purposes.
• Other duties as assigned.

Education, Training and Experience: 

• College degree required
• 3-5 years customer service experience, including 1 year lead or supervisory role
• Proficient in Excel, Word, Outlook
• JD Edwards experience preferred

Key Experience:

• Professional verbal and written communication skills
• Strong organizational and computational skills
• Ability to multi-task in a flexible environment with minimum supervision
• Attention to detail, accuracy and follow up skills
• Excellent interpersonal skills
• Must be a team player and work well within a team environment