Senior Customer Service Representative

Work type: Hybrid. Qualified applicants must be able to commute to office in St. Cloud, MN two days per week.

Position Summary

The Senior Customer Service Representative plays a critical role in ensuring accurate, timely processing of customer orders and detailed information within the ERP systems. This position is responsible for converting signed customer agreements into clean, compliant data entries that support billing, invoicing, revenue recognition, and product provisioning.

The role requires exceptional attention to detail, strong systems aptitude, and the ability to follow complex SOPs with consistency. In addition, this individual will serve as a point of contact for internal teams and customers regarding order status, invoicing questions, provisioning issues, and general account inquiries.

Key Responsibilities

Order & Contract Processing

• Review and interpret signed customer contracts for software products to ensure accuracy and completeness before entry.
• Enter customer order information into the ERP system (SAP and Netsuite) following established SOPs and order-to-cash workflows.
• Validate data to ensure compliance with billing schedules, pricing, contract terms, and revenue recognition guidelines.
• Identify discrepancies or missing information and proactively follow up with internal stakeholders to resolve issues quickly.

Product Provisioning for Customers

• Provision customer access to products and services using multiple systems and platforms.
• Ensure provisioning steps are fully documented and completed within required timelines.
• Collaborate with technical and operational teams to troubleshoot provisioning issues or access-related questions.

Billing & Invoicing Support

• Monitor invoicing readiness and ensure all order elements necessary for billing are entered accurately.
• Work closely with Finance and Accounting teams to support invoice generation and resolve any data issues impacting billing.
• Respond to internal and external inquiries regarding invoice details, account adjustments, or billing status.

Customer & Internal Communication

• Handle inquiries via phone and email from internal teams (Sales, Finance, Operations, Customer Success) regarding contract status, order entry, provisioning, and billing.
• Assist customers with invoice questions, account updates, or order-related questions in a professional and timely manner.
• Provide clear, accurate communication and maintain thorough documentation of interactions within Salesforce system.

Process Improvement & Quality Assurance

• Maintain strict adherence to SOPs while identifying opportunities to streamline processes and enhance order accuracy.
• Participate in cross-functional projects related to system upgrades, workflow improvements, or new product rollouts.
• Support training of new team members by sharing best practices and serving as a subject matter expert in the order-to-cash process.

Qualifications

Required

• 1+ years of customer service, order management, or order-to-cash experience, in a SaaS, software, or technology-driven environment. Technical support experience, required.
• Familiarity with ERP systems (e.g., SAP or Netsuite) and ability to quickly learn new applications.
• Experience working with multiple systems for product provisioning or customer account setup.
• Excellent attention to detail and accuracy in data entry; ability to interpret contracts and understand financial implications.
• Strong written and verbal communication skills, including the ability to grasp information clearly.
• Demonstrated ability to manage multiple tasks, meet deadlines, and work effectively in a fast-paced environment.

Preferred

• Familiarity with software subscription billing models.
• Banking/financial institution experience
• Exposure to CRM systems such as Salesforce.
• Experience supporting cross-functional teams in a shared services or centralized operations environment.

Key Competencies

• Analytical Thinking & Problem Solving – Able to interpret data, identify discrepancies, and propose solutions.
• Systems Fluency – Comfortable navigating multiple applications with accuracy and speed.
• Customer Focus – Provides high‑quality service to internal and external stakeholders.
• Process Orientation – Follows SOPs consistently and supports continuous improvement.
• Communication & Collaboration – Strong interpersonal skills and the ability to work effectively across teams.