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
 
 

1. Answers incoming customer phone calls
2. Logs dispute into the SAP Dispute system
3. Evaluates appropriate assignment of dispute
4. Prioritize and manage portfolio of customer disputes
5. Research and resolve customer disputes, including root cause determination
6. Follow up with customer to determine satisfaction with complaint resolution
7. Process manual billings as required
8. Review and process special handled invoices
9. Obtain approvals for billing adjustments according to guidelines
10. 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
 
 

1. Participates in cross-functional and cross-organizational meetings/teams when required to ensure customer issues/disputes are resolved and root cause has been fixed.
2. Receive and resolve customer billing issues by working with Collections staff, order processing staff and the commercial teams. 
3. 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.
4. 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.
5. Assist in review/analysis of SAP control reports for errors/problem resolution, SAP Disputes reports for managing complaints, and Business Warehouse reports.
6. Collaboration with Local Finance Team to manage billing adjustment record for tax declaration.
7. Commit to work schedule required during major billing dates and month end closing to issue out tax invoice.
8. Complete SOX audit and external audit requirement in providing supporting document.

 
 
 
 
 
 
  
                                                                                                                       
 

MINIMUM REQUIREMENTS AND QUALIFICATIONS

 
 

• Job incumbent is expected to have Bachelor’s 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.