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Senior Specialist, Contract Billing

Company Name:
Ricoh Americas Corporation
POSITION PROFILE Responsible for accurate, timely, complex customer billing and administers the contract billing creation and integrity utilizing knowledge of company products, processes and internal resources. Works with Operations Analyst, Managed
services
and Sales team members to identify customer issues, root cause of problems encountered by billing and contract administration and provides advice as well as training on complex customer billing and contracts to ensure successful administration and billing in order to prevent the issues from occurring in the future. This position provides a high level of customer service to internal and external customers by demonstrating prompt and thorough attention to issues, requests and assists in resolving problem accounts and customer complaints for billing/invoicing. Also, works with collection issues and customer disputes requiring a high degree of account
management
and interfaces with Ricoh departments and customers. Creates additional invoice support for customers as required and is adept in providing customer specific attention. JOB DUTIES AND RESPONSIBILITIES Monitor contract due dates and SBT billing template submission to ensure the contract has billed accurately and on time according to the contract language Communicate to CCC and Contract Administration and Management Services team and ensure execution of reporting and database updates for database accuracy and integrity Review and submission of complex monthly SBT billing templates and extraction from area shared drive to ensure templates are properly packaged prior to submission to the Managed Services Team. SBT billing templates should agree with contract language and billing parameters. Distributes SBT billing templates to Integrated Account Managers Update MS Billing Tracker with Integrated Account
manager
due dates and due dates for submission to Managed services billing Collect and quality check final SBT billing templates to ensure billing accuracy and timeliness prior to submission. Quality check is not limited to but includes contract addendum, base services, supplemental rates and billing, bill and attention to and shipping & billing address, billing periods, escalations, etc. Works with Operations Analyst, Managed Services team of Site Managers, Integrated Account Managers and Area/Operations Managers to resolve discrepancies in billing information. Obtains purchase order numbers, Attention to and Bill to and other billing information, as necessary, from customers and other Managed Services team members to prepare Service Request packages for SBT billing template updates. Reports unbilled contracts information to Operations Analyst and Area Operations Manager/Operations Manager prior to month end, on a monthly basis. Prepares contract packages for Service Request submissions for contract database and billing system as sold by sales professional. Ensure Service Request contract packages meet required checklist expectations. Communicate and collect items needed as prior to Service Request submission. Monitor Service Request timeliness and professional communicate needs as arise with Service Request processing delays. Files and maintains contract records and billings. Maintains contract database integrity by ensuring verification of customer information and file maintenance (i.e., contact information, customer account changes, addresses, sales rep assignment, customer phone number, equipment ID #, etc) and process Service Request for updates as necessary. Makes daily contact with Operations Analyst, Managed Services and CCC personnel. Operations Analyst and Managed Services and CCC personnel to resolve issues and answer questions. Create and submit Asset Management Forms Create and submit Project Management Forms Answers incoming calls from internal or external customers regarding questions or invoicing/options and proactively resolves all outstanding issues. Collect proper approvals and requests credit memos for any erroneous or changed billing via the Managed Services Service Request process. Offers ideas, solutions and suggestions to improve processes and minimize time constraints surrounding billing and contract administration within Ricoh SOX compliance and guidelines. Ensure Oracle R12 warranty data is updated and accurate to avoid erroneous charge invoices and submits Service Requests to void any erroneous time and materials charges via Technology Services group. Assist in creation of customized reporting for customer''s Monthly Management Report. Provide the raw data file for upload into customer''s chargeback system Works with operations team in setup of billing requirements for new customers Provide training for operations team in billing package, due dates and overall invoicing process Performs other duties as assigned. QUALIFICATIONS (Education, Experience, and Certifications) Requires a 2-year college degree or equivalent business experience in business-to-business environment. Four-year college degree preferred. 3 years of Customer Billing experience is desired. Minimum of 3 -- 5 years experience in a related field (sales, customer service, operations, finance). Experience managing multiple priorities providing support to a sales and service organization. Experience in one or more of the following: processing and support, customer billing and problem resolution.
Category: MS Ops
Location ZIP: 06067
Fulltime: Full-Time Employee - Full-Time Employee (32-40 hrs)
Open Date: 3/12/2014

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