1. Review Service Partner invoices for accuracy, completeness and compliance with requirements
including Designated CRM and National Accounts.
2. Work closely with Sourcing Managers to resolve Service Partner and customer Invoice disputes.
3. Properly perform ticket close process in SMS, including necessary costs and comments.
4. Code invoices for data entry by A/P.
5. Problem resolution with service partners (invoice or assignment-related).
6. Resolve disputed Customer Service Accounts and complete necessary paperwork (Credit Memo Request Forms)
7. Manage ticket queues to keep SMS database accurate and up to date.
8. Create tickets as necessary in SMS to properly track Service Partner work and/or correct system errors.
9. Research serial numbers on tags for tickets; maintain and improve database integrity.
10. Review PM Contracts for scopes of work, correct as necessary, and communicate with SP’s .
11. Answer Service Partner inquiries about the Service Partner Web (SPW). Direct them to SPW as first step in understanding Liebert Services Ticket Process.
12. Update T&M Quote log for the Sourcing Analyst.
13. Coordinate and follow up on all T&M quotes – entire work flow from service partner to customer
16. Coordinates with Team Lead on issues within the program and process.
17. Maintain good communicative relationship with Sourcing Managers, KAM, Local Sales Rep, Service Partner and end user customers.
1. Well-developed organizational skills, ability to handle multiple tasks and attention to detail.
2. Accurate data entry and typing skills, excellent verbal and written communication skills
3. Requires logical problem-solving skills in order to troubleshoot invoicing problems.
4. Demonstrated customer service resolution skills
5. Service industry experience a plus
6. Understanding of critical space environments, service product, and clients a plus
7. Working knowledge of Microsoft Office applications – Word, Excel, Power Point, Access Database
8. Excellent phone and interpersonal skills.
9. SMS/Cullinet experience helpful