Billing Accounts & Research Specialist

Serving customers and our community starts with the best people doing their best work. That is precisely what we have created at MSC Industrial Supply Co. We are a leading North American distributor of metalworking and maintenance, repair, and operations (MRO), products and services. We offer more than 2 million products and have over 80 years of experience across dozens of industries.

We aim to execute our Built to Make You Better brand promise for all our stakeholders, including our associates.

Requisition  :21722

Employment Type :Full Time

Job Category :Customer Service/Support

Work Location :

Davidson NC

Provide customer service and sales support to internal and external customers providing a value-added customer experience. Responsible for new account setup, resolving billing invoicing discrepancies, and works with all areas of Finance, Sales Support and Field Sales.

• Apply knowledge of all customer service systems, procedures, customers, products, and processes to perform more complex and diverse assignments in support of the day-to-day Sales Support effort.
• Handle internal and external customer requests as capable in an accurate and timely manner including answering inbound calls, emails, and service requests in a fast-paced call center environment and utilize support center tools to drive the customer experience. Request assistance from internal support or supervision as needed.
• Manages the customer account set up process by obtaining legal entity name, address, contacts, pay from and ship to information, freight information, tax status, PO requirements, credit application, and special billing requirements, etc.
• Analyzes invoice exception errors across multiple systems.
• Resolves invoice exception errors within the order to cash process to ensure all monthly sales orders are processed for revenue recognition.
• Analyzes in-process reporting and executes procedures to reduce backlog results in service of achieving IP metric goals.
• Review needs and support backlog and invoicing initiatives for reps, customers, and regions.
• Reviews and approves all customer credits and high dollar returns, ensuring accuracy and validity.
• Measures and monitors credit and returns root cause and establish procedures to reduce volume of activity. Provide feedback to Sales Support leads on areas of improvement.
• Creates standard operating procedures for new account set up, account maintenance, credits, returns, in-process error resolution, various electronic orders and specific national accounts.
• Work on cross-functional teams for continuous improvement, develop reporting on project work and interact on collaborative meetings and/or conference calls; maintain, update and organize all standard work physical files.
• Review and maintain customer master database information.
• Receives, researches and resolves a variety of internal and external customer inquiries concerning account status. Initiates communications to external customers and internal personnel to resolve customer account discrepancies.
• Performs specialized National Account maintenance on customer website/portals, Ariba. Prepares and generates various scheduled and special reports and participates in special projects relating to NA needs.
• Resolves customer complaints as received into call center via phone or email.
• Follow departmental phone script, and participate in ticket/project monitoring, review and coaching.
• Fosters the MSC Culture in the department and throughout the company to ensure fulfillment of MSC’s vision and unity of purpose.
• Participates in special projects and performs additional duties as required.

• High School Diploma/GED required; associate…