Senior Solutions Analyst

Job Overview

SPS Commerce is a leading provider of cloud‑based supply chain management solutions. This role is within the Payments Team and focuses on resolving inbound and outbound collections questions, providing a positive customer experience, and serving as the first escalation point for complex issues.

• Uphold current Accounts Receivable processes while maintaining customer relationships and ensuring quick resolution of internal and external inquiries for escalated accounts.
• Utilize processes, tools, and resources to respond to customer inquiries, educate customers, troubleshoot issues, provide resources, understand the Voice of the Customer, and provide a single‑touch resolution.
• Create a positive, empathetic internal and external customer experience with each interaction.
• Facilitate problem identification, research, and timely follow‑up to an ultimate resolution.
• Host escalation time with team members to answer questions and resolve more complex issues, providing guidance and training.
• Set and monitor Slack Channel queue.
• Spot patterns of customer inquiries (root cause), act transactionally and think relationally; share insights to close opportunity gaps and partner with other internal teams to design customer‑centric resolutions.
• Identify opportunities to leverage systems to better support business processes and functions.
• Document customer interactions, key findings, progress, and insights in Salesforce and/or Versa Pay.
• Lead the weekly discussion and follow‑up on high dollar accounts with past due balances.
• Refer and/or escalation cases to the appropriate internal individuals or teams.

• Bachelor’s degree plus at least 3 years of related experience; or equivalent combination of education and experience.
• Problem‑solving and investigative mindset with a customer‑centric focus.
• Strong verbal and written communication skills with a professional and customer‑centric slant.
• Proven partnership skills with team and internal partners to ensure strong processes for resolving problems.
• Proficient with Microsoft Office (Word, Excel, PowerPoint, Outlook).

• Prior customer service experience in any industry.
• Experience navigating a variety of platforms (Salesforce, Versa Pay, MS Dynamics NAV).

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

• Annual salary range: $58,900.00 – $88,400.00 USD.
• SPS Commerce offers a comprehensive benefits package designed to support employees’ health, well‑being, and financial security, aligned with local laws and market practices.
• We comply with affirmative action and equal opportunity principles; all qualified applicants will receive consideration regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.