Manager, Billing - Hybrid Schedule

The Manager, Dedicated Billing is responsible for overall planning and execution of the Dedicated Billing team. The role is responsible for leading, training and developing staff, employee engagement, ensuring appropriate staffing levels, technology enablement and automation, and overall process improvement. Success in the role will be measured by Objectives and Key Results execution, automation, technology enablement, as well as company metrics for Process to Turn, Credit and Rebills, Auto-billing metrics.

Responsibilities

Coaching and Mentoring

• Develop clear goals for staff each year that support company goals and objectives
• Develop a coaching and development strategy for staff to achieve and/or exceed goals and objectives
  • Regularly review performance with staff
  • Help staff focus on what is within their control to achieve success
  • Celebrate success
  • Quickly address performance issues in a constructive manner
  • Create positive accountability and follow-up to achieve goals
• Hire suitable candidates who can successfully accomplish goals and objectives of the department
• Develop and implement role specific training plans and ensure team members receive adequate technical training to be successful in their roles
• Plan, manage and develop continuous process improvement through new technology and ensure staff is empowered to make appropriate decisions through technology
• Provide a regular feedback strategy for the department to evaluate results and make improvements
• Hold team members accountable to achieving department goals
• Coordinate team member scheduling and staffing to ensure a positive customer and vendor experience
• Ensure adequate resource coverage with technology, technical cross training, and skill development to support all business use cases within the department
• Promote a customer focused culture and infuse Customer Experience practices across the company
• Develop clear goals for staff each year that support company goals and objectives

Operations and Department Leadership

• Develop clear vision, goals, and objectives that support financial and operational company goals and objectives and ensure team members are focused on high performance, customer experience and operational excellence.
• Identify, develop, and implement a strategy to continuously improve billing key processes through technology for overall department performance
• Identify, prioritize, and execute on projects aimed at department optimization
• Implement a strategy to leverage existing and/or new technologies to enable better/faster/smarter billing execution
• Key contributor for application systems and technology development activities for overall efficiency and performance of the department
• Manage department P&L and budget to achieve strategic yearly financial goals
• Coordinate with internal department managers and teams to ensure a positive customer experience
• Create clear, timely, and accurate reporting for management facilitate effective decision making
• Coordinate with various departments to ensure billing issues are resolved completely and in a timely manner on behalf of the customer
• Define, develop, and report on key operational metrics (Process to Turn, Credit/Rebill, Auto-billing) that adequately measure performance of the department toward the department goals
  • Implement accuracy and efficiency through technology improvements
  • Manage pending loads process to improve efficiency and reduce Process to Turn
  • Implement an automation strategy to increase auto-billing
  • Ensure customer invoices are billed accurately according to the customer contract, as well as timely to ensure appropriate receipt of Accounts Receivable
• Evaluate order trends to reduce overall outstanding pending orders and errors
• Identify opportunities to reduce loss and increase profitability
• Continuously reduce or eliminate credit and rebills generated by department
• Initiate and develop customer billing relationships as well as coach and mentor individual team member development of customer relationships

Teamwork

• Regularly collaborate with team members to support assigned customers
• Coordinate with various departments to ensure billing issues are resolved completely and in a timely manner on behalf of the customer
• Regularly share best practices and learning opportunities with peers across all Customer Experience teams

Other Duties as Assigned

Position Requirements

Formal Education & Certification

• Bachelor's Degree or equivalent work experience required

Knowledge & Experience

• Three (3) years minimum experience in customer service required
• Previous supervisory experience required
• Previous account management experience preferred
• Intermediate Microsoft Excel and Outlook skills required - must be proficient in using and creating Pivot Tables and Lookups in Excel.
• Petroleum knowledge a plus

Qualifications & Characteristics

• Strong verbal and written communication skills
• The ability to deal with and resolve customer complaints effectively and efficiently
• The ability to work in a team environment
• The ability to manage multiple projects and tasks simultaneously with success
• A willingness to get actively involved in day-to-day actions to ensure accuracy, timeliness, and strong customer service skills is required
• Strong attention to detail
• Strong problem-solving skills

Work Environment

• Hybrid work schedule available after training is completed (3 days in the office, 2 days remote).
• Sitting for extended periods of time
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status