About us:
The Hut Group (THG) is one of the world's largest and fastest growing online retailers. We have over a decade of experience building and growing brands in the Beauty and Wellness sectors in over 160 markets worldwide. Our in-house teams create brilliant digital brand experiences built on our bespoke proprietary technology platform, that is used by hundreds of millions of people around the world today. With a world-class business, a proprietary technology platform, and disruptive business model, our ambition is to be the global digital leader.
Our culture is fast-paced and ambitious - we like to move twice as fast, as others believe to be possible. This belief is a fundamental part of the DNA that has supported our incredible growth. Our people are our strength, and we have over 5,000 diverse, smart thinkers across the globe, who are encouraged to think creatively and empowered to turn their ideas into actions.
To support our ambitious growth, we are looking for commercially astute, ambitious individuals, that can bring fresh and innovative thinking to THG, and play a part in driving the Group forward on its truly exciting journey.
US Billing and Customer Services Associate
Reporting into the CS amp; Billing Manager - Hosting, the primary responsibility of the US CS amp; Billing Associate is to ensure that the processing of B2B customer billing is carried out as per company policy and right first-time approach to maximise cash and minimize risk.
The US CS amp; Billing Associate will manage a billing portfolio of B2B and B2C US customer accounts to the expected standard of customer experience by responding to customer queries via ticketing, webchat and phone calls. Liaise with THG internal stakeholders providing top class customer service levels and ensuring that the customers’ accounts are always up to date through allocating and posting cash receipts.
The US CS amp; Billing Associate acts as a subject matter expert and point of reference for activities or issues related to customer billing and ensures that related processes are executed in line with the Group procedures and according to the internal and external audit requirements.
Reconcile payments and process returns.
· Support with Audit requests at any given time
· Work with the Sales team to ensure new orders are approved and signed off by relevant stakeholders.
· Provision new services within the billing system and raise first invoice before services are setup.
· Handle customer service requests via live chat, phones and tickets.
· Issue credits based on SLAs of service offerings.
· Assist the client when ordering new services, upgrades and renewal orders.
· Attempt to retain a client’s business through retention efforts.
· Assist the client to cancel their services. Complying with companies’ cancellation policies and procedures.
· Assist the client with questions regarding their services and offerings.
· Provide support to internal stakeholders and expertise, and act as first point of reference to resolve any queries coming through the relevant mailbox. Handle all queries efficiently and effectively to ensure all SLA’s and KPI’s are met
· Develop and maintain excellent working relationships with external Customers, internal stakeholders and wider finance teams
· Strives to achieve best practice performance levels as per benchmarks agreed with CS amp; Billing Manager - Hosting
· Any other adhoc duties as required
Process Management and Improvement
· In liaison with CS amp; Billing Manager - Hosting, identify and propose continuous improvement initiatives
· Work with internal stakeholders to understand their expectations and processes, and build professional relationships with them
Requirements
· Fluent in English verbal and written. Another European Language (French, Polish, Swedish, German) an advantage.
· A good knowledge amp; understanding of Accounts Receivable processes
· A track record of delivery excellent Customer Service
· You will have experience of processing a high volume of invoices/credits in multiple currencies
· A good knowledge and understanding of VAT requirements
· A solid working knowledge of Microsoft Word, ACCESS, Outlook and Excel (Understanding V-Lookup, Pivot and Functions an advantage)
· Knowledge of SAGE X3 advantageous or any other ERP systems
· Track record of high performing standards and hitting deadlines consistently
Benefits
Unfortunately, due to the high volumes of applications our opportunities attract, we are some