Job Description

Job Title: Customer Service Manager (Billing and Rebate) – North America

About the Role:

We are seeking a Customer Service Manager to lead the Order-to-Bill process across North America, with a focus on managing the Agency Business Model. This role will oversee order creation, allocation, delivery coordination, billing accuracy, claims resolution, and ERP execution. Acting as a central hub between customer service, logistics, and finance, this individual will play a key role in ensuring seamless, end-to-end service for multiple business segments.

Key Responsibilities:

Order Management & Fulfillment

• Oversee order entry, validation, tracking, and system accuracy in D365
• Ensure proper application of pricing, promotions, and substitutions
• Lead product allocation aligned with supply priorities
• Resolve backorders, order blocks, and inventory issues
• Coordinate with logistics to support on-time delivery and reduced lead times

Billing & Issue Resolution

• Ensure accurate invoicing aligned with contracts and company policies
• Resolve credit holds, pricing mismatches, and tax discrepancies in collaboration with Finance
• Manage returns, credit/debit memos, and invoice errors
• Improve billing cycle efficiency through process enhancements

Process & System Optimization

• Identify and address root causes of systemic Order-to-Bill issues
• Drive digital tool adoption and workflow automation
• Lead continuous improvement initiatives across customer operations

Qualifications:

• Master’s degree in Business, Supply Chain, Operations, or a related field preferred
• Minimum 5 years of experience in customer service, order management, or supply chain operations, with at least 2 years in a management capacity
• Strong experience with pricing, rebates, commissions, or trade terms management
• Hands-on experience with ERP systems such as SAP, D365, or similar
• Deep knowledge of the Order-to-Cash (O2C) or Order-to-Bill (O2B) process
• Exceptional problem-solving and root cause analysis skills
• Comfortable operating in fast-paced, matrixed environments

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