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Customer Billing Specialist

Date: Nov 5, 2020

Location: Columbus, OH, US, 43202

Company: American Chemical Society

With more than 157,000 members, the American Chemical Society (ACS) is the world’s largest scientific society and one of the world’s leading sources of authoritative scientific information. A nonprofit organization chartered by Congress, ACS is at the forefront of the evolving worldwide chemistry enterprise and the premier professional home for chemists, chemical engineers and related professions around the globe.

We are looking to hire a Banking & Fulfillment Services Specialist/Representative to join our Customer & Billing Account Support Department. This department is responsible for a number of functions which supports ACS publications and its global subscriber base. The functions include maintaining the database of subscribers for Society publications; supporting subscription ordering, invoicing, pricing, payment, and collections processes; and responding to customer inquiries. The department maintains the accuracy and integrity of cash applications, collections activities, and CRM processes that are essential to ACS effectiveness.

The Banking and Fulfillment Services Specialist/Representative reports to the Manager and supports the agency and institutional customer base of ACS Publications. The role is responsible for daily cash receipts by preparing lockbox receipts, wire log reports, and intercompany transfers. Additionally, works to support customer e-invoicing portals and customer documentation needs to ensure timely delivery of invoices and subsequent receipt of payment. It is also responsible for weekly print fulfillment and ensures timely and accurate reports are delivered to the vendor so that products are produced in a cost effective manner. The incumbent generates renewal and invoicing runs according to business process rules. Assists with annual audit requests, maintains key departmental reports, and may assist with establishing new products in the customer database. Lends assistance where needed to ensure key deadlines are met, tracking progress of special projects as assigned and providing detailed reports.

Specific position accountabilities are as follows:

•             Monitors, tracks, and prepare daily lockbox receipts for import into the database. Identifies wires for the Customer Billing and Account Support department from the daily wire log and prepares the import file. Ensures all transactions and media reconcile and balance for accurate application. May troubleshoot issues with internal staff, outside vendors, subscription agencies, or direct customers. Assists with quality assurance procedures related to cash application.

•             Supports customer e-invoicing portals. Maintains login credentials and submits invoices to facilitate timely payment. Provides requested documentation to customers related to payment remittance and registering for payment portals.

•             Handles weekly print fulfillment of ACS Journals for institutional customers, including scheduling production runs, and quality checking data feeds. Prepares the Fulfillment Operations Schedule based on the production schedules for all ACS titles and ensures the information is disseminated to internal staff as well as outside vendors who utilize the information to develop/implement their production schedules.

•             Responsible for preparing and scheduling renewal and invoicing production runs for all institutional customers within ACS Publications. Quality control of output and ensuring proper sorts and splits are monitored. Coordination of mailing efforts with external vendor as needed. Assists with annual audit requests to ensure compliance of financial controls by providing media and details as requested in a timely, accurate manner.

•             Manages the setup of new products, issues, and codes within the institutional customer database for billing purposes. Creates appropriate tax documentation regarding new products and submits it to the Tax office for establishment within the taxability software. Able to work within a global tax environment.

•             Maintains reports in Excel on fulfillment, invoicing, renewals, claims, and financial receipts. Tracks/reports on daily workload. Informs Manager of issues or problems that may affect deadlines or project completion. Provides proactive solutions to resolve daily work issues.

•             Completes special projects, monitoring progress and reporting to Manager or other personnel in upper management as assigned. May assist Manager with training of new employees as well as retraining of staff who need assistance and assists with documentation of processes for training purposes.


PC skills with high level of proficiency in Microsoft Word, Microsoft Outlook, and Microsoft Excel are required. Strong oral and written communication skills, problem solving skills, math skills, teamwork skills, and time management skills are required. Keen attention to detail is critical. Self-motivation and the ability to work independently are essential.

Candidate must have a minimum of five years of experience in dealing with customers and vendors. Experience with Microsoft Access desired. Previous experience in working with production runs and FTP files necessary. Experience in working with journal publishing and fulfillment desired.


None expected in the near term. In the longer-term, occasional pre-planned travel to Washington, DC HQ may be requested.


<span style="font-family:"FreightText Pro Book""> EEO/Minority/Female/Disabled/Veteran

Nearest Major Market: Columbus

Job Segment: Database, QC, QA, Quality Assurance, CRM, Technology, Quality