Supervisor, Invoice Quality Control - Hybrid

The Supervisor, Invoice Quality Control is responsible for managing the daily operations of a team of Invoice Quality Control Specialists, with a focus on ERP setup, maintenance, and exceptions management. This role plays a critical part in ensuring timely and accurate invoicing while fostering employee engagement

and driving continuous process improvements.

The Supervisor collaborates closely with the Manager of Invoice Quality Control to ensure team efforts are aligned with departmental and organizational goals. Responsibilities also include supporting hold management, improving accounts receivable (AR) outcomes, and reducing invoice kickouts through proactive issue resolution and process optimization.

Success in this role will be measured by the effective execution of Objectives and Key Results (OKRs), improvements in Process-to-Turn time, Credit and Rebill reduction, Auto-billing performance, hold resolution efficiency, AR improvement, and a decrease in invoice kickouts.

Responsibilities

Coaching and Mentoring

• Assist management with development of clear goals for team each year
• Provide coaching and development for team to achieve and/or exceed goals
  1. Regularly review performance
  2. Help team focus on controllable factors to achieve success
  3. Celebrate successes and address performance issues constructively
  4. Create positive accountability and follow-up
  5. Provide cross-training opportunities for the continued development of the team
• Assist in hiring suitable candidates who can accomplish the department's goals
• Develop and implement role-specific training plans to ensure team members receive adequate technical training
• Coordinate scheduling and staffing to ensure proper coverage
• Promote a customer-focused culture and infuse Customer Experience practices across the team
• Ensure team members focus on high performance, customer experience, and operational excellence
• Foster a collaborative work environment by building strong relationships with internal and external stakeholders
• Manage and approve time off requests and biweekly timecard management in payroll system
• Provide backup to Manager, Invoice Quality Control as needed to include facilitating team meetings, attend interdepartmental meetings, and providing team support

Operational Leadership

• Define, develop, and report on key operational metrics (Automation, SLA's, Exception Reduction, and Quality Control) to measure the team's performance
  1. Manage the team through the pending loads process to improve efficiency
  2. Evaluate order trends to reduce outstanding pending orders and errors
  3. Oversee individuals processing holds, billing orders, error kickouts, resolution accuracy, and efficiency
  4. Ensure customer invoices are billed efficiently and accurately
  5. Identify opportunities to reduce loss and increase profitability
  6. Ensure team has necessary reports for managing metrics and achieving results
• Assist management with goals and objectives to support financial and operational team metrics
• Coordinate with internal departments to ensure seamless operations, resolve interdepartmental issues, and create a positive customer and vendor experience
• Prioritize and execute projects aimed at team optimization
• Serve as the escalation point for team's operational issues, escalate to management with proposed solutions as needed
• Communicate operational changes/improvements with the team

Process Improvement

• Analyze workflows and processes to identify areas for improvement
• Lead and participate in process improvement initiatives
• Leverage and implement technology solutions to automate manual processes and reduce errors
• Develop and document standard operating procedures (SOPs) for invoice quality control

Position Requirements

Formal Education & Certification

• High school diploma required
• Bachelor's degree preferred or equivalent work experience required

Knowledge & Experience

• Minimum Three (3) years of experience in billing/invoicing required
• Minimum three (3) years of Mansfield specific experience preferred
• Previous supervisory experience preferred
• Intermediate Microsoft Excel and Outlook skills required (must be proficient in using pivot tables and lookups in Excel)

Qualifications & Characteristics

• Strong verbal and written communication skills, attention to detail, and problem-solving skills
• Strong customer service skills with the ability to resolve customer complaints effectively and efficiently
• The ability to work in a team environment
• The ability to manage projects simultaneously with success
• A willingness to get actively involved in day-to-day actions to ensure accuracy and timeliness

Work Environment

• Hybrid work schedule is available once training is completed. Training can take 3 - 6 months to complete, depending on the person and the position. Once trained, the hybrid schedule is 3 days in the office and 2 days remote.
• Sitting for extended periods of time

Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.