Execute Accounts Payable activities within the SSC. AP Customer Service Associate is responsible for helping stakeholders both internal and external with questions or concerns regarding invoice related transactions. Their duties include coordinating and communicating with stakeholders in-person, over the phone or via email, filling out templates/forms for CR and participating in meetings with the customer service team and other non-AP teams to resolve issues, come up with resolutions and develop new strategies. Preferably with Language requirement for North America and Latin America.
General Responsibilities
- Work in collaboration with others to complete daily tasks and offer support to the team. An AP CS associate will ensure that a client's needs are met, will interact effectively with customers and team members daily, and is typically the first point of contact within a company or business. Responsible for efficient and accurate query management of a high volume of accounts payable transactions in a timely manner
- Function within a team environment, supporting to achieve SLA, vendor, and internal stakeholder's expectations.
- Exhibit Safety as a value.
- Prompt response to all information requests.
- Communicate and handle customer/clients from North America and Larin America (handle inquiries and translate documents).
Customer Service / Other
- Monitor and analyze tickets received on the query management tool Service Now and ensure prompt response to vendors (48 hours) and stakeholder's inquiries (24 hours) within SLA.
- Monitor queries received in customer service mailbox for those regions not yet covered by Service Now and ensure compliance with SLA.
- Reconcile and respond to Vendor's Statement of Accounts within (5 days) SLA.
- Accurately respond to inquiries via Customer Service Hotlines
- Update reference materials used as needed.
- Educate vendors and internal stakeholders on FMC's Global AP Process (i.e. correct way to send invoices etc.) and inquiry tools to improve efficiencies.
- Identify and attempt to manage and where possible resolve vendor/internal stakeholders issues as they arise in a timely and efficient manner with an on-going emphasis on client service and satisfaction.
- Support change management and continuous improvement activities related to process and system transformation.
- Communicate and handle customer/clients from North America and Lain America (handle inquiries and translate documents).
People / Other Responsibilities
- Elevate to AP leadership any issues that cannot be resolved and work as needed with the AP leadership to resolve the issue.
- Actively pursue process improvements
- Ensure compliance with FMC accounting policies, procedures, and processes.
- Support the timely reporting of key financial information, ensure performance meets agreed to Key Performance Indicators (KPIs) and Service Level Agreements (SLAs)
- Function as a member of a team, demonstrating effective teaming.
- Achieve deadlines set by leadership and the business and proactively monitor and raise instances where deadlines cannot be met in a timely fashion
