Billing Analyst

Description: SPS Commerce is a leading provider of cloud-based supply chain management solutions, serving a global network of retail trading partners. We foster a collaborative and inclusive work environment where innovation and continuous improvement are highly valued. Join SPS Commerce and be part of a dynamic team that's transforming the global retail supply chain! Position Summary: Job Summary: The Billing Analyst will engage with customers to respond to their inquiry using established and documented processes to bring escalated cases and any complex cases to a resolution while focusing on providing a positive experience to our customer. Essential Responsibilities / Duties Utilize processes, tools, and resources to respond to customer inquiries, educate customers, troubleshoot issues, provide resources, understand the Voice of the Customer, and a timely resolution Create a positive, empathetic internal and external customer experience with each interaction Resolve escalated inquiries and any other inquiries related to an invoice, payment, account, cancellation, or similar inquiry Spot patterns of customer inquiries; analyze root cause; act transactionally and think relationally; share insights with team/leader to close opportunity gaps Document customer interactions, key findings, progress, and insights in Salesforce Facilitate problem identification, research, and timely follow-up to an ultimate resolution Collaborate with appropriate internal individuals or teams, as necessary Refer and/or escalate cases to the appropriate internal individuals or teams Minimum Requirements Bachelor’s degree plus at least 1 year of related experience; or equivalent combination of education and experience Problem-solving and investigative mindset while being curious and having a customer-centric focus Professional and customer centric slant on verbal and written communication skills Proven competence with Microsoft Office (e.g., Word, Excel, PowerPoint, Outlook) Preferred Experience Prior customer service experience in any industry Demonstrated abilities and comfort to navigate a variety of platforms (e.g., Salesforce, VersaPay, MS Dynamics NAV) Location: This role follows a hybrid work model, with regular in-office presence required at our Beijing office. What We Offer: At SPS Commerce, we are committed to ensuring that each employee's compensation reflects their unique experiences, performance, and skills in their role. The salary range for this role considers several factors, including education, relevant skills, work history, certifications, location, and more. The annual salary range for this role is: 129,260CNY- 179,610CNY. The actual salary offered will be determined based on the factors listed above and may fall anywhere within the range. SPS Commerce offers a comprehensive benefits package designed to support employees’ health, well-being, and financial security. Benefits are country-specific and aligned with local laws and market practices. Commitment to our Employees: At SPS we power connections that drive the world of commerce forward, and our success depends on making strong decisions, fostering innovation, delivering unparalleled customer solutions, and driving outstanding business performance. We achieve this by creating an environment where every employee feels a true sense of belonging. We embrace diversity, equity, and inclusion, ensuring everyone feels accepted, valued, and empowered to make a meaningful impact. We are committed to affirmative action and equal opportunity in all aspects of employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Welcome to SPS Commerce — where innovation meets impact. As the world’s largest retail network, we empower over 50,000 customers across diverse industries with cutting-edge cloud technology and expert support, helping them streamline supply chain operations and focus on what they do best. At SPS, we believe every employee plays a vital role in our mission. Whether you're in Business Support, Customer Success, Sales or Technology your work drives real impact. We’re committed to creating a workplace where you’re empowered to do your best work, champion new ideas, and grow your career. When you succeed, we all succeed. We’re all about innovation, collaboration, and growth — and we’re just getting started Why SPS Commerce? Impactful Work: Be part of a tech-driven, market-focused company that simplifies complex processes and helps products reach customers faster. Belonging Culture: We thrive on curiosity, collaboration, and celebrating wins together. Your voice matters here. Growth Opportunities: Enjoy diverse career paths, training, and visibility across roles — all within a company that values your contributions. Make Your Career Here: We invest in our people and provide the resources you need to succeed. At SPS, careers aren’t just grown — they’re made. Ready to make a difference? Explore opportunities at SPS Commerce today! Don't see the ideal role you are looking for? 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