Sr Manager, Customer Service And Order Management
Raleigh-Durham, North Carolina Area
Manage the day-to-day performance of the Order-to-Invoice team while achieving organizational and departmental objectives. Provide continuous coaching and evaluation of the Order-to-Invoice team staff, while documenting and updating current processes and procedures and managing staff schedules to ensure accurate coverage during peak times. Point of contact to resolve any billing-related issues or order and invoice disputes, as well as ensure compliance with all billing and contractual obligations while communicating any compliance issues to the appropriate parties. Evaluate and recommend improvements or needed actions for the team's development, and counsel, discipline, and recommend termination of employees when required. Primary Job Duties* Develop, mentor, and lead members of the Order-to-Invoice team* Work with cross-departmental leaders in a fast paced environment* Clearly communicate through written and verbal channels with customers and internal stakeholders* Meet operational standards by ensuring accurate order entry and billing, and maintaining productivity, quality, and customer service standards* Prepare reports and KPIs* Select and train potential candidates, and provide continued coaching and appraisal of staff by developing, writing, and updating billing policies and procedures* Maintain an in-depth and thorough understanding of the system logic, workflows, and problem resolutions
