Specialist, Billing and Fulfillment
Specialist, Billing and Fulfillment – Platts, EMEA
Platts is a leading global provider of energy, petrochemicals, metals and agriculture information, and a premier source of benchmark price assessments for those commodity markets. Since 1909, Platts has provided information and insights that help customers make sound trading and business decisions and enable the markets to perform with greater transparency and efficiency. Platts publishes news, commentary, market data and analysis, and thousands of daily assessments that are widely used as benchmarks in the physical and futures markets. Its products and services include real-time news and price information; end-of-day market data; newsletters and reports; geospatial data and maps; conferences; and a weekly television program broadcast in the U.S. and online.
We are currently recruiting for a specialist to be responsible providing an optimum customer experience during the purchase and delivery portion of the sales cycle. This position ensures proper invoicing and proper product fulfillment in accordance with the customer's order, whilst fully supporting the customer service needs and serves as a resource on all billing and fulfillment operations to the business unit. The Order Administration Department provides services and expertise to the Sales Organization, Customer Care, Product Support, Channel Management, Marketing, Editorial, Analytics and all outsourced partners.
Essential Accountability:
- Responsible for all transactions in Oracle 11i for all customer orders, including new orders, revisions, cancellations, consolidations, renewals, trials and internal complimentary orders.
- Responsibility includes interfacing with Global Sales on the interpretation and/or preparation of the customer's paper contract, adherence to pricing policies, adherence to Oracle11i billing revenue recognition policies, adherence to McGraw-Hill Accounts Receivable / Collections policies, adherence of the product perquisite policies and presentation of the invoice to the customer.
- The Oracle11i contract work will include doing the actual data entry as well as interacting with the offshore Tier 1 Order Administration data entry team to ensure compliance in all the areas listed above.
- This position in many instances will be a liaison position between Sales, Customer Care and the offshore OA Tier 1 group with the goal of optimizing the customer experience for all orders and problem resolution.
- Sales Support in all aspects of the Sales Cycle, contract processes, policy pricing adherence, guidance during contract consolidation, correction of SA and Sales training on products and policies. This role is responsible for Global orders, with an emphasis on a regional group of customers and Sales Staff.
- Responsible for accurate Oracle11i contract management to ensure proper fulfillment of products as ordered by the customer
- This includes complete knowledge and understanding of how the products entered into the Oracle11i are fulfilled for new customers, fulfillment impact on revisions, cancellations, consolidations, renewals, trials and internal complimentary orders.
- This includes interaction with all 3^rd party vendors to ensure 100% reconciliation between Oracle 11i billing and proper product fulfillment. Product fulfillment includes the entire suite of product offerings, for example: all real time, dispatch/Market Data, XML, print, one-off data, books and CDs, etc.
- This includes performing the role of "Vendor Champion" as assigned to completely understand the processes at the 3^rd party vendor to ensure compliance.
i. This role serves as a resource to the following departments: Order Administration, Global Sales, Customer Care, Channel Management, Product Management, Content Management, Map Group, UDI, Analytics and Collections.
ii. This "Vendor Champion" function varies depending on the products the 3^rd party delivers. The Vendor Champion for the print publications would include managing the print quality on the newsletters, as would managing the quality of CDs, books and maps. This function may include managing the 3^rd party vendor's daily relationship, processes and production schedules.
iii. For a 3^rd Party that delivers only data, the responsibility would include managing the product mapping tables.
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- As listed above in 1.b, this responsibility for proper fulfillment includes interacting with the offshore Tier 1 Order Administration data entry team to ensure proper product fulfillment for our customers as needed.
- Direct customer interaction on all issues surrounding invoicing and product fulfillment as well as support to Tier 1 Order Administration, Global Sales, Customer Care , Channel Management, Product Management and Collections and Editorial
Required:
- PC knowledge is critical
- High level proficiency in contract administration
- Good analytical and problem-solving skills
- Ability to proactively handle issues
- Demonstrates strong customer service skills with ability to handle difficult interactions
- Ability to manage time and multiple responsibilities effectively
- Must be thorough, detail-oriented, highly organized and able to perform with a high level of accuracy under pressure
- Good team-player with ability to use good judgment
- Ability to work well with people at all levels including external customers.
- Excellent written and verbal communication skills; ability to convey complex information in a clear and concise manner.
- Excellent interpersonal skills with strong commitment to meeting goals
- Thorough knowledge of products, services and proprietary systems.
- Ability to quickly master new technologies.
- Ability to be flexible and adapt to continuously changing environment.
- College degree preferred or equivalent work experience
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