WS - Managed Services, Customer Success

WS - Managed Services, Customer Success

This job is responsible for maintaining partner relationships with assigned accounts which includes responsibilities in the following areas: purchase order creation, dispatch, partner invoicing, customer billing and A/P inquiries.

What You'll Be Doing:

• Purchase Order Creation: Create Purchase Orders to partners for customer orders. Contact vendors and acquire pricing for managed service items and to fulfill orders. Request and confirm delivery of ordered items; work with sales to keep clear communication on updates and delays. Update existing purchase orders when change orders are requested. Goods receipt Purchase Orders in SAP. Work with sales to keep clear communication on updates and delays. Answer partner calls and e-mails concerning purchase orders and deliveries.
• Dispatch Coordinator: Act as a point of contact and liaison for vendors in an assigned region and maintain contact with them. Work to establish supplier performance goals and drive performance improvement for suppliers. Confirm delivery with vendors. Activate and deactivate contracts in SAP. Schedule pickups and confirm their occurrence with vendors. Assist in preparation and participate in regular, recurring vendor performance reviews with Regional Field Manager. Coach/train vendors on current requirements, processes, and procedures when deficiencies are identified. Follow up on outstanding orders and status. Includes documenting status in SOR. Other duties as assigned.
• AP/Billing Coordinator: Verify and match partner invoices to Purchase Orders, process for payment. Prioritize and resolve escalated partner/payment issues with urgency. Create additional billings to customers based on additional services requested and invoiced by partners. Answer partner calls and e-mails concerning invoicing and payments. Review partner aging reports/statements, research issues, and provide answers. Dispute unauthorized or over-billed charges from partners. Audit/verify items on rent on a monthly basis.
• Customer Service: Answer customer calls and emails regarding service issues, change requests and billing disputes. Create new contracts for units added to site after initial order. Assist sales reps with research/corrections/updates to new and existing contracts. Work with customers on escalated billing disputes, etc. Create additional billings to customers based on additional services requested and invoiced by partners. Audit/verify items on rent monthly.

Education and Qualifications:

Required Education and Experience: Minimum Required Education level: High School Diploma/GED Preferred Education Level: Bachelor Degree Years of related experience: minimum 1 year of accounts payable (A/P), accounts receivable (A/R) and/or billing experience and data /order entry experience Skills & Systems: Required Skills: Excellent customer service and communication skills (both verbal and written) with professional demeanor Strong organizational skills along with attention to detail and ability to multi-task Ability to influence a sale Preferred Skills: Rental/broker experience, SalesForce.com, ERP System, E-Invoice