Air Products and Chemicals, Inc. SBS Billing CN/HK/TW in KL Horizon, Malaysia

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): 0Overall Supervision (approximate): 0Other Factors: Dispute addressed per month: 200Invoices per month: 10,000Processes: Order Processing, Billing, Billing Adjustments, Complaints, Rebate Processing, Master DataSpecial Handled Invoices: 500/month PRINCIPAL ACCOUNTABILITIES Daily Operations Answers incoming customer phone calls Logs dispute into the SAP Dispute systemEvaluates appropriate assignment of dispute Prioritize and manage portfolio of customer disputes Research and resolve customer disputes, including root cause determinationFollow up with customer to determine satisfaction with complaint resolutionProcess manual billings as required Review and process special handled invoicesObtain approvals for billing adjustments according to guidelines 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 Participates in cross-functional and cross-organizational meetings/teams when required to ensure customer issues/disputes are resolved and root cause has been fixed.Receive and resolve customer billing issues by working with Collections staff, order processing staff and the commercial teams. 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.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.Assist in review/analysis of SAP control reports for errors/problem resolution, SAP Disputes reports for managing complaints, and Business Warehouse reports. MINIMUM REQUIREMENTS AND QUALIFICATIONS Job incumbent is expected to have Bachelor s Degree in Business or Information Technology discipline.Job incumbent is expected to have minimum 3 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.Fresh graduate are encouraged to apply