The Sr. Invoice Resolution Specialist collaborates with clients and logistics providers to identify, investigate and resolve discrepancies or issues in shipping invoices. This role is key in ensuring the accuracy of billing by reviewing documentation, troubleshooting inconsistencies, and working with both internal teams and external partners to efficiently address billing issues. Additionally, the Senior Invoice Resolution Specialist will provide exceptional customer service and contribute to process improvements to maintain strong, long-term client relationships.
PRINCIPAL RESPONSIBILITIES AND DUTIES:
- Audits shipping invoices to verify rates, locations, and other details are accurate, and determine the root cause of discrepancies in line with customer Standard Operating Procedures (SOPs).
- Leads conference calls, meetings, and training sessions with clients and logistics providers, ensuring effective collaboration.
- Trains clients and logistics partners to effectively use Cass systems, including generating reports, and leveraging other tools to access necessary data.
- Drives continuous process improvements by identifying root causes of recurring issues and implementing strategies to prevent future discrepancies.
- Other duties as needed or assigned.
SKILLS AND ABILITIES REQUIRED:
- Ability to develop tailored solutions based on a deep understanding of industry practices, audit experience, and other customers with similar challenges.
- Comprehensive knowledge of various shipping modes (air, ocean, origin cargo management, drayage of international containers and over-the-road trucking) and client-specific logistics requirements.
- Strong analytical skills with the ability to perform root-cause analysis and implement effective corrective actions.
- Focus on improving processes and workflows to enhance overall client satisfaction and operational efficiency.
- Balance short-term problem-solving with long-term solutions that improve billing accuracy and workflow efficiency. Expertise in identifying patterns, trends, and opportunities for process improvements to prevent recurring issues.
- Excellent written and verbal communication skills, with experience in presenting solutions and recommendations to clients and stakeholders. Strong interpersonal skills, with a focus on fostering positive relationships with clients and partners, driving successful outcomes.
- Proficient with Microsoft Office suite and auditing systems.
- Ability to quickly adapt to new platforms and reporting tools.
- Proven track record in handling shipping and billing discrepancies, preferably with exposure to multiple transportation modes.
MINIMUM LEVEL OF PREPARATION AND TRAINING NORMALLY REQUIRED:
- Bachelor's degree in business administration, supply chain, or equivalent related experience.
- 5-7 years of experience in supply chain, logistics, or transportation auditing, with a focus on international logistics.
- A theoretical understanding of transportation strategies and rate application/interpretation similar to that acquired in an academic field of study.
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
Skills Required
- Bachelor's degree in business administration, supply chain, or equivalent experience
- 5-7 years experience in supply chain, logistics, or transportation auditing with focus on international logistics
- Comprehensive knowledge of shipping modes (air, ocean, origin cargo management, drayage, over-the-road trucking) and client-specific logistics requirements
- Experience auditing shipping invoices to verify rates, locations, and documentation in line with customer SOPs
- Proven ability to perform root-cause analysis and implement corrective actions
- Experience leading calls, meetings, and training sessions with clients and logistics providers
- Proficient with Microsoft Office suite and auditing systems
- Familiarity with Cass systems and ability to train clients on system/report usage
- Strong written and verbal communication and interpersonal skills
- Proven track record handling shipping and billing discrepancies, preferably across multiple transportation modes
What We Do
Cass Information Systems is a leading provider of integrated information and payment management solutions, managing more than $90 billion in spend annually on behalf of clients. Cass provides customized solutions for freight payment, telecom expense management, and utility/facilities-related expense management, and is also a behind-the-scenes payment provider for America's fintechs. The support of Cass Commercial Bank, founded in 1906, makes Cass Information Systems unique in the industry. Cass (Nasdaq: CASS) is part of the Russell 2000® Index.
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