• Malaysia

Job Description:

Billing Analyst Korea

AS-MY-KL Horizon

and Qualifications

POSITION SUMMARY
Purpose
The Billing/Dispute Analyst is responsible for identifying the root causes of errors and assist in correcting and preventing future recurring problems

Nature and Scope

Customer dispute are received by the company in a variety of ways directly from the customer via phone calls to the company, via APDirect internet, in writing, and via complaints logged into the system from other business areas, including Credit/Collections, the Order Processing team, the Sales Organization, etc

The Billing / Dispute Analyst is responsible for using the SAP complaints system to manage and resolve a portfolio of customer complaints, including following up with customers to determine customer satisfaction of issue resolution The Billing / Dispute Analyst must prioritize their assigned complaints and research and problem-solve the issues This position is responsible to identify the root causes of errors and assist in correcting and preventing future recurring problems The Analyst must thoroughly understand how to process all types of billing adjustments, including credit notes, debit notes, invoice corrections and customer rebates, and obtain appropriate approvals as necessary

Because the root cause of customer complaints can be very wide-ranging, the Analyst must have a strong understanding of the overall SAP system and processes to be able to determine where errors can take place Also, because the Analyst often must deal directly with irate customers by phone, the Analyst should have good phone and customer interface skills in order to maintain good customer relationships

The Billing / Dispute Analyst also processes special-handled invoices, manual billings and container holdings adjustments Inquiries arriving via APDirect or the internet FAQ system are addressed by the Analyst as well Performance measures include percentage of complaints resolved within target date, billings and/or credits processed on a timely basis, and overall invoice accuracy

DIMENSIONS
Number of Direct Reports (approximate) 0
Overall Supervision (approximate) 0
Other Factors
Dispute addressed per month 200
Invoices per month 24,000
Processes Order Processing, Billing, Billing Adjustments, Complaints, Rebate Processing, Master Data, Tax invoice, Customer website portal
Special Handled Invoices 500/month

PRINCIPAL ACCOUNTABILITIES
Daily Operations

Answers incoming customer phone calls
Logs dispute into the SAP Dispute system
Evaluates appropriate assignment of dispute
Prioritize and manage portfolio of customer disputes
Research and resolve customer disputes, including root cause determination
Follow up with customer to determine satisfaction with complaint resolution
Process manual billings as required
Review and process special handled invoices
Obtain approvals for billing adjustments according to guidelines
Communicate significant adjustments to the FI organization as required

Interface with Customer, Business Area, Contract Admin, Tax Department, Order Teams and Customer Master Data Team

Participates in cross-functional and cross-organizational meetings/teams when required to ensure customer issues/disputes are resolved and root cause has been fixed
Receive and resolve customer billing issues by working with Collections staff, order processing staff and the commercial teams
Work with business area representatives and the Customer Master Data Team and Contract Administration to ensure SAP is updated with correct current information prior to billing adjustments being identified
Utilize the SAP Dispute process as the method of communication for Billing Problems across teams; updating text in the complaint as well as recording information in the Collections data screens at the invoice level
Assist in review/analysis of SAP control reports for errors/problem resolution, SAP Disputes reports for managing complaints, and Business Warehouse reports
Collaboration with Local Finance Team to manage billing adjustment record for tax declaration
Commit to work schedule required during major billing dates and month end closing to issue out tax invoice
Complete SOX audit and external audit requirement in providing supporting document

MINIMUM REQUIREMENTS AND QUALIFICATIONS
Job incumbent is expected to have Bachelors Degree in Business or Accounting principle
Job incumbent is expected to have minimum 2 years customer service or related experience, strong problem-solving skills and good communication abilities In addition, candidate must have strong organizational skills, ability to multi-task and be flexible when changes in work assignments or special projects are necessary
Fluent in Korean speaking, reading and writing

Req No

27199BR

Employment Status

Full Time

Employment Type

Asia - Regular

Organization

Corporate

Business Sector / Division

Finance

Region

Asia

Country

Malaysia

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Petrochemicals, Manufacturing/Industrial
Functional Area : IT Software : Software Products & Services
Role : ERP/CRM
Salary : As per Industry Standards
Deadline : 18th Apr 2020

Key Skills:

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