Customer Specialist - Account Resolution

Job TitleCustomer Specialist – Account Resolution

Job Description

Great innovations start with the people that are passionate and skilled enough to create them. As a diversified health and well-being company, Philips focuses on improving people’s lives through those timely and meaningful innovations.

Your Challenge

Provides quality Customer support and resolution via telephone, fax, mail and/or personal contacts with customers, CRB colleagues, and Financial Operations.

Communicate and support customers via inbound and outbound call activities.

Processes all resubmittals of claims and all appeals pertaining to accounts using accurate information and in a timely manner to avoid unnecessary write-offs.

Responsible for creating the appropriate adjustments, write-offs, and refunds accurately and timely.

Assist with operations activities supporting SAP report requests; generating account history information, order history, order tracking, billing, etc.

Act as an escalation point and serve as a key contact and relationship manager for Customer Service Reps in assisting with, managing, and bringing resolution to customer special needs, requests and escalations.

Resolve issues surrounding service, products and account information including all billing, shipping, pricing and other customer account problems within an assigned region of accounts.

Support Customer Service Reps, Collectors, Collections Specialists, and/or Credit Analysts with necessary research and efforts required to resolve barriers to cash collections.

Create RA’s in accordance to established Work Instructions as needed to resolve any open account issues.

Ensure the daily processing of all product and non-product return credit /debit memos and that all credit memos meet the requirements of the Return Policy.

Ensure that the expected turn-around time for issuing credit memos is met.

Solicit necessary resources and cooperation from contemporaries in order to implement a plan of action in researching and resolving disputed invoices.

Communicate proposed solutions to customer in order to ensure that dispute has been resolved satisfactorily and that payment of invoice in question will now be released.

Assist the department with requests to ensure cash collections including various administrative duties such as invoice printing and proof of delivery notifications.

Review Quality complaints and contact customers to ensure the return of product related to the complaint.

Your Team

At Philips we are passionate about improving quality of life with solutions designed around the needs of customers and their patients. Innovation is driven by gaining insight to the needs of the people who use our sleep and respiratory solutions. This tradition of innovation, combined with our ability to anticipate market needs, has made Philips a global leader in the markets we serve.

Our Offer

Here at Philips WE ARE Working Together for a Better Tomorrow

Philips’ dedication to enriching lives is reflected in our company, our solutions, and a commitment to our people. Philips products lead to improved healthcare, faster diagnosis and better patient outcomes. Philips employees change lives every day.

Enjoy endless opportunities to learn, and develop your career in the directions to which you aspire. Philips Healthcare is a place where you will work with others whose far-reaching ideas and accomplishments have impacted over 200 million lives already. Please help us determine what’s next. Your ideas and ability to deliver will help to transform the future of healthcare, and allow you to create your own legacy.

Thanks to our employees, we are at the forefront of the Healthcare industry. Healthcare providers, backed by our many market leading solutions, are able to diagnose confidently, improve care, and increase the quality of life for patients across North America each and every day.

We are looking for

  • BS Degree in related field preferred
  • 2-5 years Customer Service Experience
  • Finance or Accounting background preferred
  • 2 or more years of SAP Experience preferred
  • Self-motivated, detailed, and organized individual who learns quickly
  • Excellent verbal and written communication skills
  • Ability to analyze data and resolve issues
  • Proficient with Microsoft Office, especially Microsoft Outlook and Excel
  • Work independently and in teams
  • Propensity to delve into complex issues
  • Experience in Continuous Improvement and Lean Concepts

Ready to start improving lives by putting your personal skills & passions to work? Apply Today! Not yet ready to apply? That’s okay! Learn more about us by joining our Talent Network on LinkedIn or following us on Twitter at @PhilipsJobsNA.

Philips is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, genetic information, creed, citizenship, disability, protected veteran or marital status.

As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans’ Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.


In case of difficulties with your job application please send an email to [email protected]

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