Manager GBS Account and Sales Operations

Purpose & Overall Relevance for the Organization:

The Manager ASO – Billing and Returns will be responsible for managing the team, focused on maintaining adherence to Global Policies, driving strategic topics from the North America market with the team, and providing ongoing support to the NAM O2C Director.

In this position he or she will be managing several stakeholders, including Sales, Finance and Supply Chain leaders. The Manager ASO – Billing and Returns will be responsible for process standardization as well as implementing new ones, like Assist CRM (Salesforce).

The Manager ASO – Billing & Returns will act as escalation point for the daily process, will be responsible for solving issues from the internal and external stakeholders, achieving the Service Level Agreements and is accountable for managing and motivating the staff, ensuring back-up plans are in place and balancing the workflow of the functions properly.

Key Responsibilities:

Initiates, develops, and maintains relationships with stakeholders from different seniority levels of the organization, mainly from Sales, Finance and Supply Chain.

Trains new employees in Billing and Returns processes, policies, workflows, and procedures, as well as working on the approval matrix for different processes.

Supervises a team of focused on three different tasks:

First, working on Return Authorizations, that have regular contact with the North America Distribution Centers and the Transportation teams. They are responsible for authorizing the orders for returns, ensuring speed and quality in the execution of this task.

The second team works on the Return executions, this process includes follows the scanning of the products returned to our warehouse, issuing the credit to related customer once this is completed. This process has direct impact into the company’s profitability and requires high attention to detail, following and achieving deadlines, ensuring we follow company policies, and demonstrating good communication skills, both written and oral.

Lastly, the third stream works on the Billing process, ensuring day-to-day review of the billing process is successfully completed. This process impacts the Sales recognition process, and requires proper follow-up, escalation when needed and coordinating with the Tech Support team to get the issues solved promptly.

Support other departments to manage the escalation and resolution of customer disputes.

Performs other duties as assigned such as assisting in the development of special projects, audits as well as responding to requests from other departments for participating in building processes for improved return and billing resolutions.

Key Relationships:

Knowledge, Skills, and Abilities:

Requisite Education and Experience / Minimum Qualifications: