Senior Specialist - Customer Care

Overview

This role is part of a specialized Centralized Customer Care team focused on supplier invoice resolution. The position addresses root-cause discrepancies between purchase orders and supplier invoices, advising Accounts Payable on appropriate resolution and processing offsetting transactions (including inventory and cost adjustments) within established internal policies and standard operating procedures.

Responsibilities

• Research and resolve supplier invoice discrepancies (variance between purchase order and supplier invoice) with little supervision.
• Holistically resolve discrepancies and process offsetting transactions, including cost adjustments to inventory and historical corrections to customer billings, to ensure complete resolution.
• Serve as a subject matter expert for supplier invoice resolution.
• Act as a liaison between Sales, Operations, Inventory Management, and Accounts Payable to research and resolve payables issues and communicate resolution back to Accounts Payable.
• Organize and manage a large volume of discrepancies across numerous branches, interfacing with field employees and escalating timely to field management as needed.

Requirements

• High School Degree or Equivalent required.
• At least three (3) years of related experience required.
• Strong time management skills, including the ability to prioritize customer issues and achieve positive outcomes.
• Solid interpersonal skills for effective work in a diverse environment.
• Ability to communicate effectively verbally and in writing.
• Ability to work well under pressure.
• Strong attention to detail.
• Ability to handle people sensitively, tactfully, diplomatically, and professionally at all times.
• Computer literate, including working knowledge of MS Word, Excel, and e-mail.
• Data entry and typing skills.
• Ability to establish and maintain cooperative working relationships.
• Ability to organize work for timely completion.
• Ability to research and analyze a variety of information.
• Ability to travel up to 25%.

Preferred Qualifications

• Associate degree (U.S.)/College Diploma (Canada) preferred.
• Five (5) years related experience preferred.
• Two (2) years of Oracle or other large integrated financial system experience preferred.
• Higher level accounting knowledge strongly preferred, including understanding of income statements, general ledger accounts, balance sheets, sales, and margin.
• Strong Microsoft Excel experience preferred.

Compensation & Benefits

• Compensation: This posting includes an amount the employer reasonably believes they will pay; however, offer amounts may vary based on geographic location, relevant education, experience, qualifications, skills, shift, or any collective bargaining agreements.
• Bonus/incentive: For eligible positions, compensation may include participation in a bonus or sales incentive plan, subject to the terms and conditions of the applicable plan documents. For certain sales roles, additional commission compensation may be available based on sales results, as defined by the applicable commission plan.
• Benefits: For eligible employees, benefits may include paid time off, medical, dental, and vision coverage, and retirement savings plans. Additional details about benefits are available through the employer.

Location & Additional Information

• US applicants only.
• Los Angeles Unincorporated County Candidates Only: Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act.
• Equal Employment Opportunity: Employment decisions are made without regard to race, religion, color, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, or other characteristics protected by law.
• This posting is for a current, active vacancy intended for immediate hire.