Team Lead And Trainer, Billing Resolution

Overview:

NuCO2 is the nation's leading provider of certified beverage-grade carbon dioxide and draught beer-grade nitrogen, serving over 150,000 customer locations and carbonating millions of beverages daily. With a workforce of nearly 1,200 employees across 150+ locations in the United States, we are committed to delivering quality through the finest ingredients and maintaining a steadfast focus on safety. Our best-in-class safety programs adhere to national and international standards, reflecting our dedication to operational excellence.

Essential Duties and Responsibilities:

• Manage the distribution and auditing of the billing resolution team's workload.
• Provide ongoing guidance and mentorship to team members, ensuring efficient day-to-day operations.
• Monitor and assess team performance against established departmental metrics, including workload accuracy, case aging, and completion.
• Collaborate with departmental management to identify opportunities for process improvement and implement best practices.
• Develop and deliver staff training programs to enhance skills and ensure compliance with procedures.
• Maintain strong working relationships with internal and external business partners.
• Ensure all customer concerns and complaints are resolved within 48 hours.
• Review customer account setups for accuracy, including contract packages, resale certificates, chain codes, store numbers, pricing, assets, and recurring charges.
• Investigate billing inconsistencies, determine root causes, and implement necessary corrections to reconcile customer accounts.
• Partner with the IT department to identify system gaps and failures, recommending process improvements and developing solutions to minimize billing errors and ensure account accuracy.
• Work closely with Sales & Services, Operations, and Asset Management teams to verify asset data, service plans, contract changes, and billing adjustments.
• Manage manual account billing for seasonal and spreadsheet customers.
• Conduct financial integrity reviews of assigned accounts, reconciling account receivables and payables.
• Follow up with customers to communicate reconciliation activities and outcomes.
• Process customer check refund requests.
• Manage electronic invoicing for new and existing customers, including determining eligibility, coordinating setup, troubleshooting issues, and resending rejected invoices.
• Oversee monthly spreadsheet invoicing transmissions on approved customer web portals, ensuring complete and timely billing.
• Assist with the development of reports, business correspondence, and procedure manuals to support departmental operations.

Qualifications:

• Demonstrated positive leadership skills with the ability to motivate and guide a team.
• Strong mentoring and training abilities.
• Proven expertise in subject matter and system operations.
• Strong numerical skills with the ability to perform mathematical operations related to financial data.
• Ability to analyze and interpret business documents, professional journals, technical procedures, and regulations.
• Excellent ability to document, communicate, and implement standard operating procedures.
• Strong verbal and written communication skills, with the ability to present information and respond effectively to employees, managers, and customers.
• Critical thinking and problem-solving skills to identify and resolve billing discrepancies.
• Strong organizational and multitasking abilities with a keen attention to detail.
• Proficiency in Microsoft Office Suite (Word, Excel, and PowerPoint).
• Ability to work effectively in a fast-paced environment.

Education and Training:

• Associate degree in business or a related field preferred, or equivalent business experience.

Experience:

• Minimum of 2 years of team leadership experience.
• At least 1 year of experience in NuCO2 sales, billing and/or accounting.
• Experience in communicating reconciliation results to management and business leaders.

Certificates, Licenses, and Registrations:

• Minimum of 1 year of JDE system experience.

Interaction:

• This position requires interaction with all levels of the organization, as well as external customers.

Communication and Cognitive Abilities:

• Strong customer focus and commitment to delivering results.
• Willingness to accept responsibility and accountability with an "ownership mentality."
• Strong work ethic, self-motivation, and the ability to work independently and collaboratively.
• Ability to manage ambiguity and drive results in complex situations.
• High energy and the ability to foster strong relationships with colleagues and customers.
• Recognized as a source of expertise with a distinct perspective and problem-solving skills.

Other Considerations:

• Ability to work a flexible schedule and cover shifts as needed.

Availability to be on call during evenings and weekends, as necessary