Research and Resolution Specialist I
Wheels

Job Description:

Research & Resolution Specialist I - Strategic ProgramsObjectiveThe Research and Resolution Specialist I is responsible for service delivery by researching and resolving issues regarding Armada Transportation and Storage and T&R Invoices, Collections and Financial reporting. Works in conjunction with internal partners such as the client experience team, operational excellence, billing and accounts payable to proactively oversee the management of Transportation and Storage and T&R invoicing, ensuring the services are seamlessly provided. Maintains positive relationship with vendors in support of the health of the Armada program. Please note that this description is not all-encompassing as other ad hoc tasks are expected of the positionEssential Functions

• Improve existing processes with the goal of improved service delivery and administrative time savings while reducing operational losses.
• Responds in a timely manner to requests from vendors and clients.
• Works with Strategic team as well as other internal/external clients and vendors to ensure all potential issues are addressed before they escalate to the client, result in a service delay or an operational loss.
• Provides status report to management on a weekly basis and include a comprehensive picture of successes and opportunities for improvement.

• Inform operations team of potential issues so proactive steps can be taken to ensure a seamless License and Title experience.
• Proactively inform the appropriate License and Title management team and the Supplier Chain team member immediately of any issue that could escalate and negatively impact our relationship with the client.
• Informs internal clients (Ex. Client Experience, Finance, etc.) of potential issues so proactive steps can be taken to ensure a seamless validations and payments of these vendors.
• Identifies and mitigates any potential risks or vulnerabilities in the process and informs all the necessary internal teams appropriately.
• Ability to handle day-to-day client requests, by utilizing LeasePlan's client interface software-ePlan, internet, and multiple client management tools.
• Manage service tickets and ensure that they are maintained to an acceptable level, prioritize issues and appropriate resolution timeline, notifying leadership when the levels are not met.
• Meets KPI measurement goals associated with managing queues, RP tickets, Ops losses, escalations, etc.
• The following essential functions are included in roles with the focus area as listed below:
  • Financial Processing:
    • Monitors vendor "inbox" and processes invoices efficiently to eliminate any further fines or charges.
    • Prepare invoices for Billing Department following process rules set by department.
    • Ensure timely submission of invoices from vendors to ensure timely payments.
  • RPA and Vendor Invoice Validations:
    • Utilize existing reports and systems to holistically analyze and evaluate vendor invoice validation to prevent service failures or service delays.
    • Onboards new clients in license and title system including services, fees and routing.
    • Reviewing vendor invoices for accuracy, completeness, and compliance with SOW. This involves verifying the accuracy of pricing, quantities, terms, and other relevant details.
    • Ensures the validity of all vendor invoices and coordinates directly with vendors and internal teams to ensure all invoices are accurate.
    • Investigates and resolves discrepancies or issues regarding invoices that are not within the SOW and coordinates with vendors to correct these discrepancies.
    • Lead monthly vendor meetings to review each vendor statement and reconcile with payments to ensure all vendors are up to date and ensure all invoicing is current.
    • Meticulous attention to detail is required in validating invoices

• Communicates effectively with other departments to expedite response to internal and external requests.
• Partners with operational excellence to monitor SLA statistics and provide to appropriate party monthly.
• Develops additional reports and processes as needed, to ensure client satisfaction with the level of service provided.
• Meets with L&T and Supply Chain Team, monthly, to provide an update.
• Manages special projects such as plate audits, name changes and sale/leaseback audits.
• Assists others in the department and throughout Operations during peak periods and to cover absences.
• Other duties and responsibilities as assigned.

• Solution oriented
• Communication
• Customer focus
• Build relationships
• Collaboration
• Initiative
• Accountability

• High School diploma required, but college degree preferred.
• 1-2 years of experience in the automotive industry preferred
• 1-3 years of experience in customer service related role.
• Advanced expertise in Microsoft Excel including Pivot Tables, formulas and VLOOKUP's.
• Good verbal and written communication skills, problem solving and organizational skills.
• Ability to work independently with a clear plan of action to ensure work is prioritized and deadlines are met.

• Ability to work in a team environment.