Associate Billing Analyst

Description

SPS Commerce is a leading provider of cloud-based supply chain management solutions, serving a global network of retail trading partners. We foster a collaborative and inclusive work environment where innovation and continuous improvement are highly valued. Join SPS Commerce and be part of a dynamic team that's transforming the global retail supply chain!

Job Summary:

The Associate Billing Analyst will engage with customers to respond to their inquiry using established and documented processes. This role will bring cases to a resolution while focusing on providing a positive experience to our customer.

• Utilize processes, tools, and resources to respond to customer inquiries, educate customers, troubleshoot issues, provide resources, understand the Voice of Customer, and provide a single-touch resolution
• Create a positive, empathetic internal and external customer experience with each interaction
• Resolve basic inquiries related to an invoice, payment, account, cancellation, or similar inquiry and stretch in role to resolve inquiries of moderate complexity
• Spot patterns of customer inquiries; analyze root cause; act transactionally and think relationally; share insights with team/leader to close opportunity gaps
• Document customer interactions, key findings, progress, and insights in Salesforce
• Facilitate problem identification, research, and timely follow-up to an ultimate resolution
• Collaborate with internal individuals or teams, as necessary
• Refer and/or escalation cases to the appropriate internal individuals or teams

• Bachelor’s degree or equivalent combination of education and experience
• Problem-solving and investigative mindset while being curious and having a customer-centric focus
• Professional and customer centric slant on verbal and written communication skills
• Proven competence with Microsoft Office (e.g., Word, Excel, PowerPoint, Outlook)
• Must maintain confidential information

• Prior customer service experience in any industry
• Demonstrated abilities and comfort to navigate a variety of platforms (e.g., Salesforce, Versa Pay, MS Dynamics NAV)

This role follows a hybrid work model, with regular in-office presence required at our Minneapolis office.

At SPS Commerce, we are committed to ensuring that each employee's compensation reflects their unique experiences, performance, and skills in their role. The pay range for this role considers several factors, including education, relevant skills, work history, certifications, location, and more.

The hourly pay range for this role is: $19.66 - $29.52. The actual pay offered will be determined based on the factors listed above and may fall anywhere within the range.

SPS Commerce offers a comprehensive benefits package designed to support employees’ health, well-being, and financial security. Benefits are country-specific and aligned with local laws and market practices.

At SPS we power connections that drive the world of commerce forward, and our success depends on making strong decisions, fostering innovation, delivering unparalleled customer solutions, and driving outstanding business performance.

We achieve this by creating an environment where every employee feels a true sense of belonging. We embrace diversity, equity, and inclusion, ensuring everyone feels accepted, valued, and empowered to make a meaningful impact.

We are committed to affirmative action and equal opportunity in all aspects of employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.