Customer Service Representative

7 days ago

Stratford, United Kingdom Futura Design Full time
Job Description

Job Title: Customer Billing Specialist

Job Type: Full-time

Company: Futura Design

Location: Remote

Job Category: Customer Service, Billing, Accounts Receivable

About Us: Futura Design is a leading provider of innovative solutions for the automotive industry. We are seeking a highly skilled Customer Billing Specialist to join our team.

Job Summary:

We are looking for a Customer Billing Specialist to lead the end-to-end aged receivables process, driving resolution to customer concerns and partnering with cross-functional teams to ensure healthy account balances for our clients. This role plays an important function within our organization to ensure a seamless invoicing & payment experience for our customers.

Key Responsibilities:

  • Drive resolution of customer concerns to ensure timely payment and healthy account balances, providing exceptional customer service and support to prevent future issues and maintain strong customer relationships.
  • Lead end-to-end aging receivables process to ensure timely payment.
  • Partner with Sales, Customer Success Managers, and Finance Teams to resolve customer concerns and billing issues.
  • Communicate with customers to resolve concerns and billing questions, and document all activity in our CRM system.
  • Identify and escalate complex issues to management, as necessary.
  • Ensure compliance with billing and accounting regulations and company policies.
  • Support market communication via email in languages other than English and German, as needed.
  • Analyze and report on accounts receivable and billing metrics.
  • Issue dunning letters & suspension of service notifications.
  • Showcase a strong balance between protecting revenue and doing what is right for the customer.
  • Serve as a positive, dynamic contributor that displays the best work ethic, creative problem-solving skills, positive attitude, and a team-oriented proactive approach, while sharing best practices and learnings.

Requirements:

  • Bachelor's degree or equivalent work experience in billing, customer service, accounts receivable, or a related field.
  • Proven track record of resolving complex customer concerns and aged receivables.
  • Proficiency in English & German.
  • Experience with billing and payment processing, including customer invoicing, credits/debit memos, credit card chargebacks, refunds, payments, and month-end processing.
  • Experience working with cross-functional teams and in a global, multi-market environment.
  • Excellent communication, listening and interpersonal skills.
  • Adaptability and flexibility.
  • Accountability and execution oriented.
  • Creativity and critical thinking skills.
  • Self-confidence and the ability to work independently.

Preferred Requirements:

  • Experience with CRM, billing, and accounts receivable software.
  • Proficiency in English & German, French desirable.
  • Proven and relevant customer billing experience in a high-growth and fast-paced SaaS environment.

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