Job Title: Customer Financial Operations Supervisor

Department: Finance

Location: United States-Remote

FLSA Classification: Non-Exempt

Reports to: Senior Manager Customer Financial Operations

Status: Full-time

Compensation: $55-65K Annual Salary

Position Summary

The Customer Financial Operations Supervisor position will be responsible for the day-to-day operations associated with changes to standing Sales Orders. This role requires exceptional organizational, mathematical, and interpersonal skills. This position’s primary objective is to ensure that daily requests that require data entry to be completed timely and accurately and in compliance with company SLA’s. Utilizing operational experience, manages escalations, determining best course of action to address issues in a timely and effective manner. Leads company initiatives/projects as they pertain to recurring activity to ensure changes are made accurately and on time as per project needs. Handles escalations to ensure daily issues are addressed. Provides direction, coaching and support to assigned recurring changes team members to ensure accurate, appropriate, and timely responses to inquiries and issue resolution. Works with other team members to analyze and make recommendations for improved workflow across the call center.

Essential Duties and Responsibilities

Job responsibilities include but are not limited to:

• Accountable for Sales Order Modifications that are sent to the department and ensure that they are completed timely and accurately
• Ensure the use of proper Sales Order type, based on nature of transactions
• Ability to calculate pro-rated customer billing amounts and vendor payable amounts, based on company policy
• Actively audit team work to ensure accurate and timely changes
• Manage responsibilities and meet SLA’s through ticketing system used for all requests and for reporting issues
• Organize team workload to meet or exceed departmental goals
• Communicate with and coordinate with cross-functional teams daily
• Manage ticketing systems established to ensure change requests and/or inquiries are resolved in a timely manner
• Research deviations from expected customer billing and vendor payables, as reported by field and by FP&A team
• Assess and respond accurately and efficiently to inquiries and escalations meeting departmental goals; properly triage requests based on urgency of issues
• Manage recurring changes team staff; recommend staffing requirements, hire, train and develop to meet performance expectations
• Train other team members on standard process / procedures, identify training gaps and/or additional training required by team members
• Stay abreast of what is working and what is not working and make recommendations to bring greater efficiencies through continuous improvements
• Develop an assortment of departmental Policy and Procedures
• Work on special projects, presentations or other ad-hoc requests as required

Knowledge, Skills and Competencies

Knowledge:

• Facilities Maintenance industry
• Customer experience call center operations
• Microsoft Office programs to include, but not limited to Word, Excel, PowerPoint and Outlook, with an emphasis on Excel (VLOOKUP, Pivot Tables, Graphs, etc.)
• Use of accounting technology

Skills:

• Interpersonal, listening, and conflict management (EQ)
• Stress management
• Written and oral communication
• Mathematical, analytical and problem-solving skills
• Organization and priority setting, ability to multitask and prioritize work
• Detail focus
• Data entry accuracy and editing skills
• Management reporting
• Ability to thrive in a fast paced, high growth environment with time constraints and related pressures
• Able to handle multiple projects simultaneously

Competencies:

• Dealing with ambiguity
• Integrity and trust
• Customer focus
• Priority setting
• Time management
• Detail oriented
• Adaptability
• Developing direct reports and others
• Professionalism
• Leadership

Educational Qualifications/Job Experience Requirements

Experience Required:

• 3+ years’ experience and knowledge of administrative procedures

Education:

• High School Diploma, General Education Degree, or equivalent; Bachelor’s Degree is a plus

Working Conditions/Physical Requirements

Schedule:

• Regular weekly schedule, working weekends or holidays as needed
• Able to adapt to changing needs and respond to escalations beyond regular work schedule

Travel: <5%

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