Associate Commercial Operations Analyst

SPS Commerce is a leading provider of cloud-based supply chain management solutions, serving a global network of retail trading partners. The Associate Billing Analyst will engage with customers to respond to inquiries and resolve issues while ensuring a positive customer experience.

Responsibilities

• 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 escalate cases to the appropriate internal individuals or teams

Skills

• 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, VersaPay, MS Dynamics NAV)

Benefits

• Comprehensive benefits package designed to support employees’ health, well-being, and financial security

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