Customer Service Specialist (order processing)

Customer Service Specialist (order processing)

The Customer Service and Collections Specialist is responsible for managing aged accounts, ensuring timely collections, and addressing billing inquiries and concerns from clients. This role serves as a key liaison between customers and internal teams, ensuring customer accounts are accurately maintained and payments are processed efficiently. The position demands professionalism, strong communication skills, and a proactive approach to resolving customer issues to maintain positive relationships.

Essential functions and duties

• Proactively contact customers to collect overdue invoices, taking appropriate actions to resolve payment issues and minimize outstanding balances.
• Send payment reminders, follow-up communications, and collection notices to customers to ensure timely payment.
• Investigate and resolve billing disputes and discrepancies through collaboration with internal teams and customers, ensuring clear and effective communication.
• Regularly reconcile customer accounts to ensure the accuracy of outstanding balances and identify any discrepancies.
• Serve as the primary point of contact for accounts receivable inquiries from customers.
• Maintain accurate and up-to-date records of all collections activities, ensuring compliance with regulatory guidelines and internal policies.
• Follow up on payments that lack remittance information or involve misapplied payments to ensure proper processing.
• Collaborate with cross-functional teams, including finance, sales, and customer service, to resolve complex or escalated customer issues.
• Conduct customer credibility checks and review credit terms to ensure compliance with accounts receivable credit control policies, mitigating financial risk.
• Create and maintain accurate customer accounts in the SAP system, ensuring alignment with AR credit control processes and organizational standards.
• Identify opportunities for adoption of digital payment platforms and solutions, ensuring efficient and secure transactions and reducing manual intervention.
• Support e-invoicing implementation by coordinating customer data collection and ensuring accuracy for system integration.
• Ensure all AR processes comply with organizational policies and financial controls.
• Other duties as assigned by management.

Qualifications

• 3+ years of experience in customer service or collections, preferably in the medical device industry.
• MS Office proficient, especially MS-Excel.
• Excellent communication, good at work prioritization, and problem-solving.
• High responsibility, ability to work under pressure, and reach set deadlines.
• Strong organizational and multitasking abilities.
• Ability to work independently and as part of a team in a fast-paced environment.
• Knowledge of medical terminology and understanding of medical device regulations is preferred.