Process Analyst

POSITION SUMMARY

This position is responsible for the day-to-day customer payment dispute resolution activities for our USG/CGC customer portfolio. This position is also responsible for the day-to-day monitoring of our National Accounts invoice balances and taking action to resolve disputes on fully unpaid invoices. These include Home Depot, Home Depot Canada, Lowe’s, Menards, and Ace Hardware. This position will work closely with customer accounting, sales, pricing, and operation teams to ensure we minimize the company’s bad debt and collect cash owed to us.

This position will work closely with our customers to execute best in class dispute resolution activities in a manner that treats all customers with respect and builds trust through the invoice to cash process. This position is responsible for reviewing and resolving all USG/CGC customer payments disputes quickly, accurately, and consistently using high quality customer service.

The Process Analyst 1 will be responsible for performing the following activities for customers in the USG/CGC portfolio:

• Use data to analyze customer’s accounts and to identify actionable steps to be taken for dispute resolution efforts.
• Research disputed invoices and take action to resolve including sending emails to customers, sales/pricing/operation teams, and conducting disputes on the customers portals
• Escalate dispute issues to management as required
• Build effective relationships with customers
• Collaborate with peers to effectively manage the workload of the team, share information, and minimize the company’s write-offs and collect cash owed to us
• Identify issues and root causes of invoice payment disputes
• Maintain accurate and updated customer contact information

Process Expertise

• Daily accountability for the timely and accurate resolution of USG/CGC customer payment disputes. Additional processing of invoicing, credits/rebates, and other assigned activities.
• Demonstrate understanding of upstream (i.e., Ordering, Credit, Pricing) and downstream (i.e., Cash Application, Dispute Resolution and GL) processes and their relationship with the AR processes and impact to our corporate objectives.
• Identify issues with the dispute resolution process and communicate as required.

Customer Relationships

• Responds in a timely and professional manner to internal and external customer requests and issues.
• Understands customers’ relative priorities and needs.
• Avoids conflicts of interest and handles confidential information appropriately.

Build our Capabilities

• Participates in development and implementation of continuous improvement projects.
• Understands performance metrics and identifies key trends that support opportunities for improvement.
• Ensure USG/CGC customer payment disputes are resolved in a timely manner, according to standards and that the root causes of recurring exceptions are identified and addressed
• Promote a courteous, friendly demeanor across the team when handling inquiries both internally and externally.
• Shows a keen interest in understanding the 'why' behind tasks and projects, leading to more insightful and effective contributions.

Leadership, Teamwork and Communication

• Able to speak and write in clear and concise manner.
• Uses negotiated hand-offs when assistance is needed from team members and/or customers.
• Actively supports change at all levels.
• Fosters a cooperative team environment conducive to ensuring full portfolio collection activities are completed as required.

Education

• Bachelor’s degree required
• 1-2 years professional experience in customer service or related field.

Required Skills

• Demonstrates experience in working in a collaborative team environment.
• Strong negotiating/influencing skills. Ability to interact with and serve customers, sales, and operations personnel.
• Excellent communication skills, both verbal and written.
• Proficient in Microsoft Office suite of applications.
• Demonstrates a strong sense of curiosity and a proactive approach to learning, continuously seeking out new information and innovative solutions to improve processes and outcomes

Preferred Skills

• Background in USG, CGC or…