Customer Billing Specialist

Job Title: Customer Billing Specialist

FLSA Status: Exempt

Reports To: Revenue Assurance Manager

POSITION SUMMARY: 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:

 Customer Billing Resolution:

• 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:

• Compare billed amounts to rate cards, contracts, and warehouse activity (receiving, storage, handling, outbound).
• Partner with Operations to verify service performance and with accounting to ensure corrections are processed timely.
• Support monthly billing close by reviewing ticket trends and identifying accounts at risk of delayed billing.
• Contribute to continuous improvement of billing templates, ServiceNow workflows, and internal audit processes.

Cross-Functional Collaboration:

• Work with Customer Success to provide proactive communication to customers on billing adjustments or service failures.
• Partner with Revenue Assurance and FP&A to monitor billing completeness and identify revenue leakage.
• Collaborate with IT to troubleshoot or enhance data integrations between systems

 

“THE PERSON” | MINIMUM REQUIREMENTS

• Bachelor’s degree or equivalent combination of education and experience.
• 2+ years in billing, revenue assurance, customer success, or logistics operations, ideally within a 3PL or warehouse environment.
• Strong working knowledge of Excel, NetSuite, and customer ticketing systems (ServiceNow experience preferred).
• Ability to analyze data, identify trends, and explain financial outcomes clearly to both customers and internal teams.
• Must be detail-oriented and disciplined in maintaining billing accuracy.
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KEY ATTRIBUTES:

• Has a combination of excellence, customer service excellence and analytical precision that has the ability to balance service recovery and financial integrity.
• Strong understanding of 3PL billing logic, rate structures, and warehouse operations.
• Excellent attention to detail, follow through, and written communication.

• Proactive problem-solver who learns quickly and thrives in a fast-moving, cross-functional environment.
• Organized multitasker who can manage several open billing cases simultaneously.

 

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.