Location: New York,NY, USA
**Billing and Customer Service Supervisor**
at THG New York City, USA THG is a fast-moving, global technology business that specialises in taking brands direct to consumers . Our world-class proprietary tech and infrastructure powers our extensive portfolio of beauty, nutrition and lifestyle brands and is now helping drive exponential growth of our clients brands globally.
Were powered by a global team of over 10,000 ambitious people around the world. Our culture is fast-paced and entrepreneurial, its this DNA that has supported our incredible growth.
Were always looking for individuals that can bring fresh and innovative thinking to THG, and play a part in driving the group forward on its exciting journey. So, if youre ready to take the next big step in your career, challenge yourself every day and evolve with the world around you, THG is ready for you.
**About Team/Department and Role**
Based within US, the primary responsibility of the US Billing & Customer Service Supervisor is to ensure that the US Billing & Customer Service Team are delivering excellent customer experience by responding to queries via ticketing, webchat and phone calls effectively and within SLA.
Liaising with Billing and Customer Service Manager and THG internal stakeholders will ensure that new orders are processed and provisioned in a timely manner and that right first-time billing is processed accordingly.
The US Billing & Customer Service Supervisor acts as a subject matter expert and point of reference/escalation for the US team for all 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.
* Ensure that the team are handling all queries efficiently and effectively to ensure any SLAs and KPIs are met
* Develop and maintain excellent working relationships with external Customers, internal stakeholders and wider finance teams
* Provide Daily/Weekly/Monthly performance reports to Billing and CS Manager
* Review and approve credits based on SLAs of service offerings.
* Ensure all processes carried out by the team are completed in the correct manner following company procedures and policies.
* Working with the team ensure internal and external process documents are accurate and up to date.
* Any other adhoc duties as required.
**Qualification:**
* Professional education or equivalent experience in Customer Service and Finance
* Fluent in English verbal and written. Another European Language (French, Polish, Swedish, German) an advantage.
**Experience:**
* A track record of supervising/leading a team in a fast-paced environment
* A good knowledge & understanding of Customer Service & Billing processes
* A track record of delivering excellent Customer Service
* A solid working knowledge of Microsoft Word, Outlook and Excel (Understanding V-Lookup, Pivot and Functions an advantage)
* Knowledge of CRM tools advantageous
* Track record of high performing standards and hitting deadlines consistently
Because of the high volumes of applications our opportunities attract, it sometimes takes us time to review and consider them all. We endeavour to respond to every application we receive within 14 days. If you haven't heard from us within that time frame or should you have any specific questions about this or other applications for positions at THG please contact one of our Talent team to discuss further.
THG is committed to creating a diverse & inclusive environment and hence welcomes applications from all sections of the community.