Customer Billing Specialist

Customer Billing Specialist

The Customer Billing Specialist plays a critical role in ensuring accurate, timely, and customer-focused resolution of billing issues across Smart Warehousing's network. This role serves as the primary point of contact for customer billing inquiries submitted through ServiceNow, working cross-functionally with Operations, Accounting, Revenue Assurance, and Customer Success to research discrepancies, correct errors, and prevent recurrence. The ideal candidate combines customer service excellence with analytical precision and a strong understanding of 3PL billing logic, rate structures, and warehouse operations.

Essential Duties And Responsibilities :

• Manage and resolve customer inquiries in CRM, including rate discrepancies, missing charges, and invoice disputes.
• Research order and billing history in WMS & ERP and related systems to identify root causes of errors.
• Communicate directly with customers and internal stakeholders to explain findings, corrections, and process improvements.
• Document resolution steps, maintain ticket accuracy, and escalate recurring or complex issues to the Revenue Assurance Manager.

Billing Accuracy & Validation :

Cross-Functional Collaboration :

The Person | Minimum Requirements :

Key Attributes :

Physical Or Mental Demands :

While performing the duties of this position the employee is regularly required to see, hear, talk, write, read, stand, walk, bend over, and be alert at all times. The employee is frequently required to use hands to type, handle or feel and reach with hands and arms. While infrequent, employee may need to visit warehouse locations in which employee may need to lift, push, and pull up to 20 pounds. The employee is occasionally required to sit, climb, balance, drive (vehicle), stoop, kneel, crouch and / or crawl.