Customer Billing Specialist, Ford Pro

4 weeks ago

Oakville, Canada Ford Motor Company Full time

Reporting to the Ford Pro Business Operations Manager, the Customer Billing Specialist is responsible to support Ford Pro customers with billing, invoicing and payment related needs. The Customer Billing Specialist responsibilities include invoicing, account updates to clients, assisting with payment and addressing/resolving customer questions and issues related to late payment/collections. This role plays an important function in the customer lifecycle for Ford Pro Solutions to provide a timely and customer centric methodology in providing seamless invoicing and billing support within the Ford Pro Global Enablement Organization.

Basic Qualifications:

- Relationship management/customer success experience

Additional Qualifications:

- Relationship Building: High emotional intelligence in both professional and social settings with ability to establish and maintain influential relationships across the organization and with customers
- Excellent communication, listening and interpersonal skills
- Adaptability and flexibility
- Accountability and execution oriented
- Curious/challenges the status quo
- Creativity and critical thinking skills
- Self-confidence and the ability to work independently

We thank all applicants for their interest, but only those selected for an interview will be contacted.

Ford of Canada is an Equal Opportunity Employer and is committed to a culturally diverse workforce. Accommodations for applicants with disabilities throughout the recruitment, selection and / or assessment processes, where needed, are available upon request. Please inform Human Resources of the nature of any accommodation(s) that you may require.

LI-HYBRID
- Monitor all accounts for late paying customers and customers exceeding credit limits
- Contact customers regarding overdue accounts and determine the reason for non-payment
- Issue dunning letters and suspension of service notifications to overdue accounts
- Provide recommendations for accounts that need to be transitioned to collection agencies
- Process small claim court complaints
- Provide comprehensive recommendations to leadership where required
- Maintain accurate records about interactions with customers
- Analyse, resolve and respond to billing inquiries within a defined SLA (Service Level Agreement)
- Responsible for customer billing cases, including the coordination of tasks assigned to cross functional teams
- Liaise with customers and manage customer case activity in line with SLA, KPI with performance of regular monitoring and follow-up
- Clear and concise verbal and written communication skills; ability to communicate with all customers in a professional manner
- Communicated updates effectively to Customer Enablement and Support team members
- Serve as a positive, dynamic contributor that displays the best work ethic, creative problem-solving skills, positive attitude, and a team-oriented proactive approach, while sharing best practices and learnings

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