AR Query Investigations Agent

About the Role

This position offers more than just a career step — it provides a chance to contribute to global connectivity by enabling smoother logistics and customer service processes. As a key part of a globally recognized logistics leader, you will help maintain and grow our reach by ensuring high standards in accounts receivable query resolution.

Responsibilities

• Assist with Credit and Collections as well as Accounts Receivable Order to Cash activities under moderate guidance.
• Respond promptly and efficiently to customer inquiries received via multiple channels, primarily inbound calls and emails, in a call center setting, also performing outbound calls as necessary to clarify and resolve issues.
• Apply your expertise to address and resolve recurring customer queries effectively.
• Deliver professional, high-quality customer service aligned with company standards.
• Investigate and resolve billing and account queries in compliance with internal procedures, including direct customer contact for clarification and issue resolution.
• Accurately document all customer queries and resolutions within the ERP system in a timely manner.
• Promote the use of self-service tools to prevent repeat queries and ensure structured handling of concerns for long-term resolution.
• Coordinate with different functional teams to process billing adjustments where required.
• Escalate complex issues promptly to senior investigators, supervisors, or managers when they cannot be quickly resolved at your level.
• When a query is resolved quickly, update or remove the classification on relevant invoices and log customer agreements and pertinent details into the ERP system.
• Contribute to resolving more complex billing questions and participate directly in customer interactions as needed.

Candidate Profile

• Possess between one to three years of relevant experience in accounts receivable, customer service, or a related operational role.