Research & Resolution Specialist I

Job Description:

JOB OVERVIEW

The Research and Resolution Specialist I is responsible for service delivery by researching and resolving issues regarding Armada Transportation and Storage and T&R Invoices, Collections and Financial reporting. Works in conjunction with internal partners such as the client experience team, operational excellence, billing and accounts payable to proactively oversee the management of Transportation and Storage and T&R invoicing, ensuring the services are seamlessly provided. Maintains positive relationship with vendors in support of the health of the Armada program.

KEY RESPONSIBILITIES - ESSENTIAL FUNCTIONS

• Improve existing processes with the goal of improved service delivery and administrative time savings while reducing operational losses.

• Responds in a timely manner to requests from vendors and clients.

• Works with Strategic team as well as other internal/external clients and vendors to ensure all potential issues are addressed before they escalate to the client, result in a service delay or an operational loss.

• Provides status report to management on a weekly basis and include a comprehensive picture of successes and opportunities for improvement.

• Inform operations team of potential issues so proactive steps can be taken to ensure a seamless L&T and T&S Vendor experience.

• Proactively inform the appropriate License and Title management team and the Supplier Chain team members immediately of any issue that could escalate and negatively impact our relationship with the client.

• Informs internal clients (Ex. Client Experience, Finance, etc.) of potential issues so proactive steps can be taken to ensure a seamless validation and payments of these vendors.

• Identifies and mitigates any potential risks or vulnerabilities in the process and informs all the necessary internal teams appropriately.

• Ability to handle day-to-day client requests, by utilizing Wheels client interface software-ePlan, internet, and multiple client management tools.

• Manage service tickets and ensure that they are maintained to an acceptable level, prioritize issues and appropriate resolution timeline, notifying leadership when the levels are not met.

• Meets KPI measurement goals associated with managing queues, RP tickets, Ops losses, escalations, etc.

• The following essential functions are included in roles with the focus area as listed below:
  • Financial Processing:
  • Monitors vendor “inbox” and processes invoices efficiently to eliminate any further fines or charges.
  • Prepare invoices for Billing Department following process rules set by department.
  • Ensure timely submission of invoices from vendors to ensure timely payments.
  • RPA and Vendor Invoice Validations:
  • Utilize existing reports and systems to holistically analyze and evaluate vendor invoice validation to prevent service failures or service delays.
  • Onboards new vendors in RPA process for Transportation and Storage, and TOW vendors including services, fees, payments and any other components associated with onboarding new vendors.
  • Reviewing vendor invoices for accuracy, completeness, and compliance with SOW. This involves verifying the accuracy of pricing, quantities, terms, and other relevant details.
  • Ensures the validity of all vendor invoices and coordinates directly with vendors and internal teams to ensure all invoices are accurate.
  • Investigates and resolves discrepancies or issues regarding invoices that are not within the SOW and coordinates with vendors to correct these discrepancies.
  • Lead monthly vendor meetings to review each vendor statement and reconcile with payments to ensure all vendors are up to date and ensure all invoicing is current.
  • Meticulous attention to detail is required in validating invoices to mitigate over charges to the client.

• Other Duties
  • Communicates effectively with other departments to expedite response to internal and external requests.
  • Partners with operational excellence to monitor SLA statistics and provide to appropriate party monthly.
  • Develops additional reports and processes as needed, to ensure client satisfaction with the level of service provided.
  • Meets with L&T and Supply Chain Team, monthly, to provide an update.
  • Manages special projects such as plate audits, name changes and sale/leaseback audits.
  • Assists others in the department and throughout Operations during peak periods and to cover absences.
  • Other duties and responsibilities as assigned.

LEADERSHIP RESPONSIBILITIES

• This position has no leadership responsibilities.

COMPETENCIES - SKILLS

• Solution oriented

• Communication

• Customer focus

• Build relationships

• Collaboration

• Initiative

• Accountability

EDUCATION AND EXPERIENCE

• High School diploma required, but college degree preferred.

• One (1) to two (2) years of experience in the automotive industry preferred

• One (1) to three (3) years of experience in customer service related role.

• Advanced expertise in Microsoft Excel including Pivot Tables, formulas and VLOOKUP’s.

• Good verbal and written communication skills, problem solving and organizational skills.

• Ability to work independently with a clear plan of action to ensure work is prioritized and deadlines are met.

• Ability to work in a team environment.

JOB SPECIFICATIONS, PHYSICAL DEMANDS AND WORK ENVIRONMENT

Work Environment:  This position is in Alpharetta, GA and operates in a professional office environment.

Positions Type/Standard Schedule:  This is a full-time position, Monday through Friday.

Travel:  No travel required for this role.

Physical Demands:  Speak, hear, and see, and to use hand and fingers for computer keyboard and phone. Sit or stand for extended periods of time. Reach above head to pull paper attachments.

DISCLAIMER

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Our Benefits

Wheels recognizes benefits are a significant part of your employee experience, and we've created a robust benefits package that is market-leading, competitive offerings so you and your family can receive outstanding care. Please click here for an overview of the benefits available to you and your family.

Pay Range:

$31,400-$44,000

The base salary range for this position is listed above. This position is eligible to participate in the annual incentive plan which is based on company performance and individual performance. Compensation ranges are based on several factors including job function, level, and geographic location. Final offer amounts are determined by multiple factors including candidate experience, education, certifications, skill level and expertise, and may vary from the amounts listed here.

EEO Statement
 Wheels is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening.
Wheels is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, marital status or domestic partnership status, disability, protected veteran status or military status, genetic information, or any other category protected under applicable law. Wheels is committed to taking affirmative steps to promote the employment and advancement of minorities, women, persons with disabilities and protected veterans.