Customer Operations Specialist [United States]

 

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By joining the American Red Cross you will touch millions of lives every year and experience the greatness of the human spirit at its best. Are you ready to be part of the world's largest humanitarian network?

Join us—Where your Career is a Force for Good!

Job Description:

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WHY CHOOSE US?

As one of the nation’s premier humanitarian organizations, the American Red Cross is dedicated to helping people in need throughout the United States and, in association with other Red Cross networks, throughout the world. When you join our team, you have a direct impact on a meaningful mission, and you can help save lives every day. If you share our passion for helping people, join us in this excellent career opportunity. Work where your career is a force for good.

We are committed to the diversity of our workforce and to delivering our programs and services in a culturally competent manner reflecting the communities we serve. Our work environment is collaborative, respectful, and inclusive with a focus on building allyship and a culture of belonging that empowers all team members. Come to learn, grow, and succeed while sharing your passion for making a difference.

The Red Cross supports a variety of cultural and community resource groups for employees and volunteers. From the Ability Network, our Asian American & Pacific Islander Resource Group, the Latino Resource Group, and Red Cross PRIDE, to the Umoja African American Resource Group, our Veterans+ Resource Group, and the Women’s Resource Group, these networks provide connections, mentoring and help give voice to important concerns and opinions.

At the American Red Cross, your uniqueness can shine!

The American Red Cross is currently seeking a Customer Operations Specialist This is a work from home position, open to candidates that live in the continental United States.

WHAT YOU NEED TO KNOW: Reports to the Manager, Customer Operations and is responsible for ensuring compliance and adherence with all financial operational and administrative processes. Responsible for processes related to customer credit disposition, sales tax administration, disputes, financial compliance, revenue recognition and accounts receivable activity. Works with the Finance and the sales teams supporting pre-sales customer set-up and invoice resolution issues. Works operational processes to complete requests and monitors customer accounts to ensure financial terms and conditions including credit approvals have been properly authorized and executed. Responsible for the management and accurate application of sales tax exemptions and annual review of sales tax exemption certificates

This position will directly support the implementation of all enterprise-wide applications as they relate to the financial management process to include the Training Services LMS, CFS and Salesforce.com.

WHERE YOUR CAREER IS A FORCE FOR GOOD

• Business Operations: Supports financial administrative processes for all sales channels. Ensures compliance with processes, policies, and directives as they relate to discount couponing, credit approval, invoice resolution, and collections. Works closely with Finance team to ensure accounts receivables are managed appropriately and that sales teams are not acquiring new business with delinquent accounts.

• Responsible for the review/modification of regulatory financial process documents.

• Research/discusses complex process financial transactions and resolves issues with the appropriate unit, SME and/or process owner.

• Perform activities required to investigate system deficiencies, errors and discrepancies. Clearly document evidence and submit to governing authority

• Customer Operations: Supports new initiatives to improve customer’s operational experience. Contributes to the assessment of back-office business processes, recommends alternatives and supports implementation. Ensure consistency, quality and timeliness of processes.

• Review and complete vendor authorization documents. Assess information required, provide input/make modifications as needed, review with OGC when appropriate.

• Perform review/editing activities to ensure compliance with financial control requirements, state regulations, and process directives.

• Responsible for keeping abreast of updates to the eCommerce platform

• Case Management: Utilizing the Case Management System, ensures all open cases are addressed within prescribed timeframes. Works closely with Sales and Finance team to resolve accounts receivable issues and disputes. Assesses dispute case log to identify and address trends to reduce invoice errors.

• Standard Schedule: Monday-Friday 8:30am-5:00pm or 9:00am-5:30pm. Hours can vary based on time zones.

• Pay Information: The salary range for this position is $69,900-$76,890. Note: that the American Red Cross sets salary ranges aligned to a specific geographic location in which the work is performed. The stated salary range in this posting is an average. The specific salary information will be shared at the time of phone screening based upon your location and qualifications.

WHAT YOU NEED TO SUCCEED:

• Education - 4-year college degree or equivalent combination of education and experience
• Experience: Minimum 4-7 years related experience required. Unit experience or technical qualification is desirable.
• Must have a “can do”/do it now” mentality and the ability to overcome obstacles, both technical and non-technical.
• Strong analytical and problem solving to trouble shoot and bring issues to resolution
• Work requires professional written and verbal communication and interpersonal skills. Ability to simultaneously manage several projects with focused planning and organizing skills. Ability to participate in and help facilitate group meetings.
• Intermediate computer skills and demonstrated ability to utilize MS Office program and Salesforce.com or similar client relationship management applications.
• Ability to travel 10%.

Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this Job, the employee is regularly required to sit; use hands to handle or feel; and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 15 pounds and occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. The work environment will consist of moderate noise (i.e. business office with computers, phones and printers, light traffic). The employee must have the ability to work in a small cubicle and have the ability to sit at a computer terminal for an extended period of time.

DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified.

WHAT WILL GIVE YOU THE COMPETITIVE EDGE: Someone with strong experience in Salesforce, detail oriented, critical thinker, and excellent customer service

BENEFITS FOR YOU:
We take care of you, while you take care of others. As a mission-based organization, we believe our team needs great support to do great work. Our comprehensive benefits help you in balancing home and work. With our resources and perks, you have amazing possibilities at the American Red Cross to advance the learn.

• Medical, Dental Vision plans
• Health Spending Accounts & Flexible Spending Accounts
• PTO + Holidays
• 401K with 4% match
• Paid Family Leave
• Employee Assistance
• Disability and Insurance: Short + Long Term
• Service Awards and recognition

Apply now! Joining our team will provide you with the opportunity to make a difference every day.

The American Red Cross is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

Interested in Volunteering?

Life’s emergencies don’t stop, and neither do American Red Cross volunteers, who represent more than 90 percent of our workforce to help prevent and alleviate human suffering. You can make a difference by volunteering in a position that appeals to you and allows you to use your unique skills and talents. The Red Cross relies on generous volunteers who give their time and talent to help fulfill our lifesaving mission.

Visit

redcross.org/volunteertoday

to learn more, including our most-needed volunteer positions.

To view the EEOC Summary of Rights, click here:

Summary of Rights

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