Solutions Support Specialist

About the Role:

At TD SYNNEX-SHYFT the Solution Support Specialist is responsible for managing all pre-billing functions for variable billing up to invoicing. This role involves reviewing cases for billing, determining billable status based on customer contracts, and preparing detailed billing information for the billing team. The Solutions Specialist will also work closely with Program Managers and the Command Center team to ensure all billable cases are processed efficiently and accurately.

What You'll Do:

• Case Review and Pre-Billing Preparation:

  • Review closed cases to determine billable status (T&M, PLUS, or Non-Billable).

  • Understand customer contracts to identify out-of-scope activities

  • Mark cases as billable or non-billable based on contract terms and case details.

  • Prepare detailed billing information and hand over to the billing team for invoicing.

  • Maintain accurate records of billable and non-billable cases.

• Customer Rate Management:

  • View and update customer rates in the TMS Billing Tool.

  • Add new rates and ensure they are correctly applied to customer accounts.

• Keyword Management:

  • Manage global and customer-specific keywords in the billing tool.

  • Create and update keywords as needed.

• Collaboration and Communication:

  • Collaborate with the billing team to resolve billing issues and ensure accurate invoicing.

  • Answer questions from the billing team and provide necessary support.

  • Work with Program Managers & Command Center team to verify cases that are unclear or seem out of the normal range of expected cost, time, or scope or work.

What We're Looking For:

• Demonstrated verbal and written communications and interpersonal skills sufficient to work in a team environment and effectively interface with supplier and customer representatives primarily by telephone and e-mail.

• Demonstrated understanding of the impact of the defined process on the customer and to TD SYNNEX.

• Demonstrated critical thinking and decision-making skills in understanding and applying process guidelines to resolve problems.

• Demonstrated operational knowledge and skill in the effective use of the current order entry computer systems and related programs and processes.

• Basic knowledge of supply chain procedures.

• Basic distribution industry knowledge.

• Basic knowledge of product, pricing, customer service and sales strategy.

• Demonstrated ability to perform basic mathematical calculations.

• Basic working knowledge of product offerings, applications and requirements.

Work Experience Requirements:

• Two (2) years of progressive previous work experience in a sales, customer service, warehouse or product support role working with customers, or a combination of post-high school formal education and job experience that demonstrates the ability to meet all of the identified job responsibilities.

Education & Certification Requirements

• High School or equivalent

Key Skills

Billing, Billing Process, Billing Support, Collaboration, Communication, Customer Accounts, Customer Billing, Customer Contracts, Customer Service, Decision Making, Detail-Oriented, Industry Knowledge, Invoices, Microsoft Excel, People Management, Problem Resolution, Product Support, Professional Presentation, Sales, Sales Cycle, Solutions Support, Supply Chain, Teamwork, Written Communication

What’s In It For You?

• Elective Benefits: Our programs are tailored to your country to best accommodate your lifestyle.
• Grow Your Career: Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses.
• Elevate Your Personal Well-Being: Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program.
• Diversity, Equity & Inclusion: It’s not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities.
• Make the Most of our Global Organization: Network with other new co-workers within your first 30 days through our onboarding program.
• Connect with Your Community: Participate in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives.

Don’t meet every single requirement? Apply anyway.

At Shyft Global Services, a TD SYNNEX Company, we’re proud to be recognized as a great place to work and a leader in the promotion and practice of diversity, equity and inclusion. If you’re excited about working for our company and believe you’re a good fit for this role, we encourage you to apply. You may be exactly the person we’re looking for!

We are an equal opportunity employer and committed to building a team that represents and empowers a variety of backgrounds, perspectives, and skills. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity or expression, sexual orientation, protected veteran status, disability, genetics, age, or any other characteristic protected by law.