Administrator, Customer Billing

Administrator, Customer Billing
POSITION PROFILE

Responsible for accurate and timely customer billing utilizing knowledge of company products, processes and internal resources. Provides a high level of customer service to internal and external customers by demonstrating prompt and thorough attention to issues and requests. Interacts with other members of the organization as required, in support of the customers and Ricoh. Interacts with Lease Portfolio Team/leasing partners. Creates additional invoice support for customers as required and is adept in providing customer specific attention.

Job Duties and Responsibilities

�· Handles customer inquiries, and may have full ownership of an inquiry, providing timely customer service support on issues related to billing, order status, deliver, cancelation, etc.

�· Enters maintenance/contract data into billing system as sold by sales professional.

�· Obtains meter reads, purchase order numbers and other billing information, as necessary, from customers and other Ricoh personnel.

�· Works with Ricoh locations to resolve discrepancies in billing information.

�· Creates and maintains contract records and billings.

�· Maintains database integrity by ensuring verification of customer information and file maintenance (i.e., contact information, customer account changes, addresses, phone #, equipment ID #, etc) and forward as necessary.

�· Meets department's attendance and punctuality standards. Allow flexible availability to accommodate work schedule, when necessary.

�· Makes daily contact with Sales personnel, operations personnel, sales, operational management and internal personnel, sales and operational management and internal personnel to resolve issues and answer questions.

�· Answers incoming calls from internal or external customers regarding questions or invoicing/options and proactively resolves all outstanding issues.

�· Requests credit memos for any erroneous or changed billing.

�· Deletes maintenance/contract data when equipment has been removed.

�· Reports unbilled contracts information to Management on a monthly basis.

�· Promotes other company products and services.

�· Some overtime is required to meet deadlines.

�· Performs other duties as assigned.

�· Provides complex reporting/spreadsheets as requested by customer and/or Sales professional.

�· May assist in coaching/mentoring junior peers.

�· May assist in facilitating team meetings/huddles.

�· Creates efficiencies in interdepartmental practices and processes.

�· Assists team members with resolution of customer issues and more complex problems.

�· Performs other duties as assigned.

QUALIFICATIONS (Education, Experience, and Certifications)

�· High school diploma or equivalent is required.

�· Requires 3+ years of business experience, including any combination of Ricoh and/or general business; 1-2 years of Customer Billing experience is desired.with an MRP-type inventory / purchasing system is desired

KNOWLEDGE, Skills And Abilities

�· Considerable knowledge of the job. Complete acquaintance with & understanding of the general and detailed aspects of the job, and their practical applications to problems and situations encountered.

�· Requires computer proficiency in data entry, Internet/Intranet and Microsoft outlook.

�· Requires strong math skills.

�· Requires proficiency with Microsoft Excel and Word.

�· PC experience and aptitude are required.

�· Possesses strong customer orientation and telephone skills.

�· Possesses excellent interpersonal and communication skills.

�· Possesses excellent organizational skills and ability to multi-task.

Working Conditions, MENTAL aND PHYSICAL DEMANDS

�· Typically works in an office environment with adequate lighting and ventilation, and a normal range of temperature and noise level.

�· Limited supervision and no instructions needed on routine work, and general instructions given on new lines of work or special projects.

�· Makes daily contact with Sales personnel, operations personnel, sales and operational management and other organizational personnel to resolve issues and answer questions.

�· Some overtime is required to meet deadlines.

�· Work assignments for this position generally are complex and require critical thinking.

�· Work has stress due to multiple cutoffs throughout the month, consistent response time demands by other departments.

�· Minimal physical effort is required. Work is mostly sedentary but does require walking, standing, bending, reaching, lifting or carrying objects that typically weigh less than 10 lbs. (e.g., papers, books, files and small parts, etc.).

�· Requires moderate dexterity - regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination).

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.