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Key responsibilities

• Review, develop and implement customer service policies, procedures and ensure customer service operations are compliant with new e-Invoicing practice and other regulatory requirements
• Analyze current customer service processes and identify areas for improvement to meet the required regulatory standards.
• Design and implement efficient and effective invoicing processes that integrate seamlessly with existing systems.
• Collaborate with IT and relevant departments to integrate new invoicing systems that comply with e-Invoicing requirement and oversee the implementation and testing of the new systems to ensure they meet the objective.
• Support the initiative to develop training content to train other customer service team members in understanding and compliance with new policies and systems.
• Monitor customer service operations to ensure continuous compliance with e-Invoicing regulations as well as identifying potential risks related to regulatory compliance and develop mitigation strategies.
• Work closely with internal and external stakeholders, including relevant government bodies, to stay informed of regulatory changes and ensure timely implementation.
• Liaise with legal, finance, and other departments to ensure alignment customer service practices with overall company compliance strategies.

Qualifications & Requirements

• Bachelor’s degree in Business Administration, Customer Service Management or related field
• Minimum of 2 years of experience in customer service management, with a focus on compliance and policy implementation.
• Strong knowledge of government regulations related to billing / invoicing process with knowledge of shipping documentation and custom regulatory requirement
• Proven experience in developing and implementing policies and processes.
• Excellent project management and organizational skills.
• Strong analytical and problem-solving abilities.
• Exceptional communication and training skills.
• Proficiency in customer service management software and ERP systems; SAP preferred.

RTX adheres to the principles of equal employment. All qualified applications will be given careful consideration without regard to ethnicity, color, religion, gender, sexual orientation or identity, national origin, age, disability, protected veteran status or any other characteristic protected by law.  

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