Job Description
SPS Commerce is a leading provider of cloud-based supply chain management solutions, serving a global network of retail trading partners. The Payment Solutions Analyst will manage customer contacts to collect on complex past due receivables while ensuring a positive customer experience. This role involves investigating issues, collaborating with internal teams, and documenting customer interactions. Responsibilities Pursue the collection of past due accounts assigned, by following standard collections policies and procedures and follow up as necessary with the customer or internal partners Investigate issues with delinquent accounts by partnering with internal teams to research customer claims to gain resolution and collect payment of invoices Utilize processes, tools, and resources to respond to customer inquiries, educate customers, troubleshoot issues, provide resources, understand the Voice of the Customer, and provide a timely resolution Accountable and empowered to create a positive, empathetic internal and external customer experience with each interaction Resolve basic inquiries and stretch in role to resolve inquiries of moderate complexity Spot patterns of customer inquiries (root cause); act transactionally and think relationally; share insights with team/leader to close opportunity gaps Facilitate problem identification, research, and timely follow-up to an ultimate resolution Document customer interactions, key findings, progress, and insights in Salesforce Collaborate with internal individuals or teams, as necessary; Update management weekly on the status of the high dollar accounts Refer and/or escalate cases to the appropriate internal individuals or teams Skills Bachelor's degree plus at least 1 year of related experience; or equivalent combination of education and experience Problem-solving and investigative mindset while being curious and having a customer-centric focus Professional and customer centric slant on verbal and written communication skills Proven competence with Microsoft Office (e.g., Word, Excel, PowerPoint, Outlook) Must maintain confidential information Prior customer service experience in any industry preferred Demonstrated abilities and comfort to navigate a variety of platforms (e.g., Salesforce, VersaPay, MS Dynamics NAV) Benefits Comprehensive benefits package designed to support employees’ health, well-being, and financial security Company Overview SPS Commerce is a provider of cloud-based supply chain management services. It was founded in 1987, and is headquartered in Minneapolis, Minnesota, USA, with a workforce of 1001-5000 employees. Its website is