Research and Resolution Coordinator

About Grainger At Grainger, the leading North American industrial distributor of products used by businesses to maintain, repair, and operate their facilities, you too can make an impact upon the future of our organization. Grainger employees experience a unique working environment and the stability of an established industry leader combined with interesting opportunities to learn, grow, and make a difference for our customers. At Grainger, we take pride in offering a benefits package that is among the best around. Just as our business strives to meet the changing needs of our customers, our benefits are designed to meet the diverse needs of our employees. Provide Sourcing with the ability of extended customer service and timely billing via the following: investigation and resolution of invoice discrepancies; processing and tracking customer returns and credits; ensuring correct customer billing and credits, and resolving customer and supplier invoicing discrepancies. The result of these efforts will help expedite revenue through the business and improve customer satisfaction.Job ID: 12873Position Description:Major PurposeProvide Sourcing with the ability of extended customer service and timely billing via the following: investigation and resolution of invoice discrepancies; processing and tracking customer returns and credits; ensuring correct customer billing and credits, and resolving customer and supplier invoicing discrepancies. The result of these efforts will help expedite revenue through the business and improve customer satisfaction.Major Responsibilities· Resolve invoicing discrepancies between the invoices and sales orders to insure timely billing to our customers. · Ensure that profitability and quality customer service is provided when making decisions in the resolution of invoice discrepancies.· Monitor and manage parked documents including the per day volume, daily average of parked documents and cycle time to resolve.· Process customer credits memos into SAP ensuring accurate and valid information is supplied to assist the customer in their resolution.· Monitor and manage all RGA’s to ensure that we are processing new request and pending request in a timely manner.· Provide data to assist Supply Chain with supplier performance measurements and the Quality team and Measurements Manager with FPY measurements.· Manage credit card order entry process in Genesis/SAP to bill Grainger’s customers for credit card transactions. · Assist in process improvements improving invoice first pass yield and customer satisfaction.Position Requirements:Requirements· High School Diploma or GED.· College degree preferred or 1 - 2 years work experience required.· Excellent written and oral communication skills· Ability to prioritize and handle multiple tasks simultaneously· Problem resolution skills· Professionalism when addressing management, vendors and external customers with issues.· Strong customer service, decision making and analytical skills· Ability to work in a team environment interacting with other functional areas of the business.· Ability to adapt and learn in a fast-paced environment.· High computer literacy and understanding of Windows programs including Word and Excel; SAP experience a plus· Ability to work independently· Data entry skillsPosition Attributes:Impact on the OrganizationThis position plays an important role in accelerating revenue growth and operating earnings for Sourcing. The communication, problem solving and decision-making skills required of this position are pivotal to Sourcing’s revenue stream and invoicing accuracy to our customers. This individual will need to work cross functionally with other individuals within the organization, seek or provide information to other business units, vendors and the customers directly. This individual must be able to communicate in an articulate and professional manner to ensure a positive and results driven interaction. Communication is critical to maintaining and further developing customer relations and will result in a positive financial impact to this business unit. Work RelationshipsThis position reports to the Financial Process Manager.Internal:· Sourcing Leadership Team· Finance Department· Sourcing Operations· Grainger’s Sales Team · Grainger Industrial Supply Field PersonnelExternal:· Customers, including internal Grainger businesses & external customers· Suppliers/VendorsGrainger is a Fortune 500 company and the leading broad line supplier of facilities maintenance products serving businesses and institutions throughout North America with sales of over $5 billion. Through its network of nearly 600 branches, large distribution network and multiple Web sites, Grainger helps customers save time and money by providing them with the right products to keep their facilities running.. Company: Grainger Job Title: Research and Resolution Coordinator Position Type: Full Time, Employee Contact Company: Grainger Ref Code: PCK353-41831