Service Billing Administrator

The Service Billing Administrator provides analysis, administration, and general support to our field service team to ensure efficient operations for the benefit of our customers and nVenia Lifecycle Services. The Service Billing Administrator must balance customer service needs and operational efficiencies in a positive, pro-active, detailed, and attentive manner. It is expected that the Service Billing Administrator will always follow and support company procedures and require the same of others.

ESSENTIAL RESPONSIBILITIES

• Responsible for Technical Service Payroll and Expense Submission

• Review Technical Service time submitted in company systems for accuracy. Adjust Technical Service time as required.

• Review Technical Service expense reports for accuracy and adherence to policy.

• Responsible for the Accurate and Timely billing of Service Invoices.

• Generate and Process service billing on a weekly basis.

• Monitor the submission of technician expenses and time to assure customer billing is timely.

• Responsible for the review and processing of time and expenses for all non-Technical Service personnel that are deployed in the field on service jobs. Monitor submission status, follow up on missing or incomplete documentation and ensure timely processing.

• Review work order details, quotes, proposals, and customer purchase orders to validate products, services, pricing, and billing requirements. Ensure all information is accurate and complete prior to invoicing to support timely and accurate customer billing.

• Coordinate with the Purchasing team to ensure third-party service purchase orders are properly linked to the appropriate service jobs, allowing costs to be accurately recorded and tracked.

• Follow up on third-party vendor invoices to verify accuracy, obtain required documentation, and support timely processing and reconciliation.

• Provide analysis on any significant discrepancies between service quotes, pre-paid service, and actual expenses on a job.

• Report on field service customer satisfaction metrics such as NPS, Financial Analysis, Field Service Executed within Requested Date, Tech Utilization leading to valid conclusions that will support continuous improvements activities.

• Investigate and resolve customer invoice disputes by collaborating with Field Service Managers, technicians, the Service Operations Manager, and other internal stakeholders to gather information, obtain and follow up on technician trip reports as needed, identify the cause of billing concerns, and document findings. Prepare detailed breakdowns of charges to support the evaluation of customer invoice disputes and facilitate timely, accurate resolutions.

• Update company's CRM system records related to customer credits in accordance with company policies and procedures, ensuring all required documentation, approvals, and supporting information are accurately recorded and maintained.

• Maintaining and updating customer account information

• Support successful month-end closing activities by ensuring assigned tasks, service-related transactions, and required documentation are completed accurately and within established deadlines.

• Provide additional support as needed during month-end close, which may require extended hours, including evenings or weekends, to meet critical business requirements.

• Act as back-up for additional departmental administrative functions:

• Service Job Quoting

• Field Service Scheduling

• Handle incoming customer calls using the company's business phone system in accordance with established call handling procedures, customer service standards, and communication protocols.

• Monitor and manage customer service cases within the company's CRM system, reviewing case details to ensure accurate assignment to the appropriate individual or queue for timely resolution.

• Follow, support, and assist in the improvement of our company policies and procedures.

• Document all customer interactions in the company's CRM system to ensure accurate records and effective communication tracking.

• Any other work duties required by the Manager.

POSITION SPECIFIC COMPETENCIES

• High attention to detail and accuracy
• Ability to work effectively under pressure while maintaining accuracy and professionalism
• Demonstrate flexibility during critical business periods, including month-end closing activities that may require extended hours or weekend support
• Strong sense of ownership and commitment to meeting deadlines
• Strong customer focus with a commitment to delivering a positive customer experience
• Communication proficiency (written and oral)
• Professional and customer friendly telephone manner
• Strong teamwork and collaboration skills
• Proficiency with computer applications, including Microsoft Office Suite, CRM systems, ERP systems, and other business applications
• Ability to effectively prioritize and manage multiple tasks in a fast-paced environment
• Ability to prepare clear, concise reports, documentation, and correspondence while communicating effectively with all levels of the organization
• Strong numerical, analytical, and mathematical skills-sets.

POSITION REQUIREMENTS

• Minimum; High School Diploma.
• 2 years of experience in multi-tasking administrative roles.
• Strong written and oral communication skills
• Solid knowledge and experience with computer software including MS Office Suite, CRM and ERP systems.
• Ability to define problems, collect and analyze applicable data, establish facts and draw valid conclusions. The ability to present valid conclusions to groups and in a presentation format is required.

PHYSICAL REQUIREMENTS

Frequently required to sit, stand, walk, talk or hear; uses hands to finger, handle, or touch objects or controls. On occasion, may be required to climb and work in high places, stoop, bend or reach above the shoulders.

The incumbent must occasionally lift, push, or pull up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT

The position is an office-based position with potential visits to the manufacturing area.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.

ADDITIONAL INFORMATION

nVenia is a packaging machinery manufacturing and service organization widely known to have the widest selection of packaging technology under one roof and is dedicated to providing our distributors and end-users the highest quality product and support.

nVenia brings Duravant packaging leaders Arpac, Hamer-Fischbein and Ohlson Packaging together to create next-level packaging equipment integration and innovation. One name, in one location, with one shared focus: our customers and the problems we need to solve.