SPS Commerce is a leading provider of cloud-based supply chain management solutions, serving a global network of retail trading partners. We foster a collaborative and inclusive work environment where innovation and continuous improvement are highly valued. Join SPS Commerce and be part of a dynamic team that's transforming the global retail supply chain!
Position Summary:Job Summary: The Billing Analyst will engage with customers to respond to their inquiry using established and documented processes to bring escalated cases and any complex cases to a resolution while focusing on providing a positive experience to our customer.Essential Responsibilities / Duties
- Utilize processes, tools, and resources to respond to customer inquiries, educate customers, troubleshoot issues, provide resources, understand the Voice of the Customer, and a timely resolution
- Create a positive, empathetic internal and external customer experience with each interaction
- Resolve escalated inquiries and any other inquiries related to an invoice, payment, account, cancellation, or similar inquiry
- Spot patterns of customer inquiries; analyze root cause; act transactionally and think relationally; share insights with team/leader to close opportunity gaps
- Document customer interactions, key findings, progress, and insights in Salesforce
- Facilitate problem identification, research, and timely follow-up to an ultimate resolution
- Collaborate with appropriate internal individuals or teams, as necessary
- Refer and/or escalate cases to the appropriate internal individuals or teams
Minimum Requirements
- 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)
Preferred Experience
- Prior customer service experience in any industry
- Demonstrated abilities and comfort to navigate a variety of platforms (e.g., Salesforce, VersaPay, MS Dynamics NAV)
Location:
This role follows a hybrid work model, with regular in-office presence required at our Beijing office.
What We Offer:
At SPS Commerce, we are committed to ensuring that each employee's compensation reflects their unique experiences, performance, and skills in their role. The salary range for this role considers several factors, including education, relevant skills, work history, certifications, location, and more.
The annual salary range for this role is: 129,260CNY- 179,610CNY. The actual salary offered will be determined based on the factors listed above and may fall anywhere within the range.
SPS Commerce offers a comprehensive benefits package designed to support employees’ health, well-being, and financial security. Benefits are country-specific and aligned with local laws and market practices.
At SPS we power connections that drive the world of commerce forward, and our success depends on making strong decisions, fostering innovation, delivering unparalleled customer solutions, and driving outstanding business performance. We achieve this by creating an environment where every employee feels a true sense of belonging. We embrace diversity, equity, and inclusion, ensuring everyone feels accepted, valued, and empowered to make a meaningful impact.
We are committed to affirmative action and equal opportunity in all aspects of employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Skills Required
- Bachelor's degree plus at least 1 year of related experience or equivalent combination of education and experience
- Problem-solving and investigative mindset with customer-centric focus
- Professional verbal and written communication skills with a customer-centric approach
- Proven competence with Microsoft Office (Word, Excel, PowerPoint, Outlook)
- Prior customer service experience in any industry
- Comfort navigating platforms such as Salesforce, VersaPay, MS Dynamics NAV
SPS Commerce Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about SPS Commerce and has not been reviewed or approved by SPS Commerce.
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Healthcare Strength — Health coverage includes medical, dental, vision, and disability, with options like HSA contributions and established carriers. Coverage breadth is described as comparable to larger tech firms.
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Equity Value & Accessibility — Ownership opportunities include an employee stock purchase plan and equity components as part of total compensation. These elements are positioned as meaningful parts of the package across multiple roles.
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Leave & Time Off Breadth — PTO, paid holidays, parental leave, adoption assistance, and volunteer time off are included. Time‑off accrual that increases with tenure is referenced.
SPS Commerce Insights
What We Do
SPS Commerce gives retail trading partners an intelligent way to manage and fulfill orders. SPS Commerce is the world’s leading retail network, connecting trading partners around the globe to optimize supply chain operations for all retail partners. We support data-driven partnerships with innovative cloud technology, customer-obsessed service, and accessible experts so our customers can focus on what they do best. To date, more than 95,000 companies in retail, distribution, grocery, and e-commerce have chosen SPS as their retail network. SPS has achieved 80 consecutive quarters of revenue growth and is headquartered in Minneapolis.
