Billing Resolution Specialist (Subject Matter Expert)
Location: Shinagawa, Tokyo
Work Style: Hybrid (office-based with some flexibility)
Position Overview
This role serves as the lead specialist for billing dispute resolution within the Accounts Receivable organization in Japan. The primary responsibility is to investigate and resolve invoice or delivery-related issues and process credit adjustments accurately and promptly. You will ensure smooth communication between internal teams and maintain compliance with standardized procedures.
Key Responsibilities
Respond to customer inquiries regarding issues with delivery, orders, or invoices
Assess complaints to determine root causes and assign investigations to the appropriate function (e.g., pricing, logistics, commercial teams)
Manage and escalate cases using defined workflows, primarily through Salesforce
Create and validate credit notes within SAP ERP (ECC or S/4HANA)
Provide status updates to internal stakeholders including finance, sales, and customer service
Utilize Salesforce for communication through email queues and integrated phone systems
Participate in regional or global initiatives as the Japan process expert
Develop and maintain SOPs and training materials, and onboard new team members
Ensure adherence to standard processes, compliance requirements, and KPIs
Support continuous improvement efforts by collaborating with cross-functional departments in Japan and overseas
Qualifications and Experience
Minimum 8 years of experience in customer service, billing, logistics, sales operations, or complaint resolution
Strong Excel capabilities (pivot tables, v-lookup, data filtering, analysis)
Proficiency with Salesforce CRM
Hands-on experience with SAP ERP (ECC or ideally S/4HANA)
Solid financial awareness, particularly regarding pricing accuracy
Excellent English communication skills, both verbal and written
Ability to remain calm and provide clear guidance in high-pressure situations
Strong problem-solving mindset and interest in project involvement
Able to work independently with limited supervision
Skilled in coaching and supporting junior team members or contractors
Comfortable working across multiple systems and platforms simultaneously
Highly organized with strong prioritization and time-management skills
Customer-centric approach to achieving balanced outcomes
Preferred: experience with business separation, acquisitions, or system transitions
Preferred: experience supporting ERP implementations