Customer Account Specialist

Job description

Customer Account Specialist

  

Job Description:

   

For this position we're able to consider candidates with either US citizenship or an existing Green Card at this time.  This position is based in Berkeley Heights, NJ.  This position is not budgeted for relocation assistance at this time.

Hewlett Packard Enterprise is an innovative, dynamic company with a rich past and a promising future. Originally Hewlett-Packard Company, HPE has continuously reinvented itself. Today, HPE is one of the world's leading technology companies and provides wired and wireless networking, servers, storage, IT and Cloud services for the next generation of IT infrastructure.

This customer delivery position manages the customer lifecycle and collection process (if applicable). The Customer Account Specialist (CAS) monitors, reports, document and resolve payment deviations (payment delays). The CAS will serve as the accounts receivable point of contact for the customer, resolving any invoicing and payment queries and ensuring the customer has an effortless customer experience. The CAS will be responsible for meeting the company’s AR targets, the role will work very closely with the customer’s accounts payable team to ensure payment, and with internal functions to ensure all invoice payments are applied and closed.

Responsibilities:

•Deliver customer experience within the lifecycle processes

·  Service requests of customers through different access channels (email, phone, post, customer portal)
·  Build and maintain strong internal and external customer relationships.
·  Demonstrate understanding of customer infrastructure, processes, and key customer contacts
·  Support Total Customer Experience

•Collection & Delinquency Management

·  Prepare monthly collection strategies and establish action plan to meet/exceed metrics
·  Report progress during AR review meetings and effectively forecast month-end metric results
·  Manage collection balances per Customer
·  Target Open A/R > 30, 60, 90,180 days
·  Ensure Cash Allocation & Suspense management are managed timely and accordingly to policies and procedures
·  Document all collection activities in required applications

•Team

·  Communicate/escalate to CRM / PRM any customer changes quickly, consistently and effectively
·  Collaborate and engage with team members providing valuable input for customer projects/solutions
·  May act as a team or project leader validating deliverables and team decision making processes
·  Provides guidance and leadership to all colleagues
·  Proficient and compliant to internal processes and policies
·  Demonstrate sound judgment, prompt follow-up, and timely escalations
·  Escalate disputes and non-responsiveness effectively and timely
·  Proactive interaction and collaboration with various internal and external stakeholders (Outsourcing)

Competencies:

·  Strong verbal skills resulting in successful collection of fees and timely management of returns
·  Working knowledge of the field of Customer experience relations
·  Demonstrate verbal and written communication and customer service skills
·  Good working knowledge in Microsoft Office (Advanced Excel, Word, Outlook, Power-point)
·  Effective organization, time management, prioritization, follow-up and execution skills
·  Effective problem solving and issue resolution skills
·  Strong Enterprise Contributor skills to drive to the best business outcome for the customer and the company as a whole

Experience:

·  First-level university degree or equivalent experience
·  1-2 years related experience in a customer service position
·  Collection experience preferred or relevant experience (financial, customer service/customer delivery)

Job:
Services

Job Level:
Specialist

    

Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.

   

HPE will comply with all applicable laws related to the use of arrest and conviction records, including the San Francisco Fair Chance Ordinance and similar laws and will consider for employment qualified applicants with criminal histories.