Senior Customer service representative

Pune, Maharashtra
Permanent
Full-time

21 days ago

Entity: FinanceJob Family Group: Business Support GroupJob Description:We are a global energy business involved in every aspect of the energy system. We are working towards delivering light, heat, and mobility to millions of people every day. We are one of the very few companies equipped to look after some of the big complex challenges that matter for the future. We have a real contribution to make to the world's ambition of a low-carbon future. Join us and chip in towards what we can accomplish together. You can participate in our new ambition to become a net zero company by 2050 or sooner and help the world get to net zero.Would you like to discover how our diverse, hardworking people are leading the way in making energy cleaner and better – and how you can play your part in our extraordinary team?Join our Finance Team and advance your career as a Billing SpecialistRole PurposeThe Billing Specialist implements standard, difficult and customized billing programs that are consistent with marketing and sales offers and customer contractual agreements. This role provides direct customer contact, define customer invoice requirements and resolve disputes. You are expected to support the invoicing process, customer credit integrity testing, customer portal monitoring, and invoicing and delivery of document scanning.Key Accountabilities

Develop a deep understanding of the various types of Lubricants billing processes within various customer channels of trade, focus on customer requirements, and other sales and marketing offers
Resolve billing disputes accurately and within prescribed service level targets
Ready to work on email, chats and call to address customer queries
Collaborate with various Lubricants functions such as Sales, Customer Support, Supply Chain, Pricing, Finance and Tax to capture information to ensure transactional accuracy
Apply cause Investigation methodology for all billing errors to drive continuous improvement
Participate in Investigation team that applies a data driven approach to identify specific problems to drive prevention opportunities
Work closely with the Accounts Receivable team to ensure that billing defects are resolved in a timely manner that results in prompt collections ability
Work closely with the Order Fulfillment team to assist in Order to Cash workflow
Serves as customer advocate by understanding customer requirements and expectations, and acts as liaison between the customer and business representatives including credit, marketing, supply chain, technical support, product management and sales
Maintain close contact with the customers to assess their requirements and handle the entire customer experience, including but not limited to: customer master information and detailed customer profiles, pricing/quote inquiries, dispute resolution, product information requests, invoicing, material returns and resolution of customer complaints
Monitor distributors’ open order report to ensure adherence to BP policies and procedures on timely delivery and order confirmation; review and correct billings and credit processes as
Orchestrate the troubleshooting for incorrect distributor crediting process issues related to platform, advance pricing, address book, payables, warehouse or receivables
Assist in training distributors on use of financial tools
Request and follow up on confirmation of delivery documentation when requested by distributors

Education and Experience

Any Graduate with minimum of 3 years of Billing Support or Back Office Customer Service experience in order to cash processes such as master data, contract pricing, billing, tax, accounts receivable, etc.
2 years’ experience using service center tools; CRM, SAP or JDE.
Proficient PC skills (Microsoft Outlook & Excel, IRAS/ Cross link) including considerable keyboarding skills
Customer Service oriented – outstanding communication and people skills; energetic and enthusiastic; takes initiative to successfully anticipate the needs, handle the issues and resolve the problems of internal and external customers and clients; views complaints as opportunities; acts as a customer advocate establishing relationships and long-term mutual benefit
Performance oriented – proactive self-starter biased to do things before being asked; attention to detail and excellent organization skills; creative insight into problem-solving; able to multi-task, lead time and balance multiple priorities
Team oriented – actively promote a coordinated/positive team spirit and respect the diverse contributions of teams, partners and networks; create and build value for the company and its collaborators

Travel Requirement No travel is expected with this roleRelocation Assistance: This role is eligible for relocation within countryRemote Type: This position is a hybrid of office/remote workingSkills: Agility core practices, Analytical Thinking, Business process improvement, Commercial Acumen, Communication, Conflict Management, Creativity and Innovation, Customer centric thinking, Customer enquiries, Customer experience, Customer value proposition, Digital fluency, Resilience, Sustainability awareness and action, Understanding Emotions, Workload PrioritizationLegal Disclaimer:We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, socioeconomic status, neurodiversity/neurocognitive functioning, veteran status or disability status. Individuals with an accessibility need may request an adjustment/accommodation related to bp’s recruiting process (e.g., accessing the job application, completing required assessments, participating in telephone screenings or interviews, etc.). If you would like to request an adjustment/accommodation related to the recruitment process, please .If you are selected for a position and depending upon your role, your employment may be contingent upon adherence to local policy. This may include pre-placement drug screening, medical review of physical fitness for the role, and background checks.

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