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CAS (Customer Administration Specialist) Job — New York  

Location: New york, New york , USA  x

Title: CAS (Customer Administration Specialist)
ID: CUS00006066


CAS (Customer Administration Specialist)


The Customer Administration Specialist (CAS) is responsible for customer administration support for their clients and their Sales Partners working with Account Managers, Regional Account Directors, Global Business Directors, Global Project Managers and other key Sales and Account team members

The CAS is responsible for representing the Customer Administration (CA) department to our clients, supporting and working with numerous internal departments (i.e. Globals, Order Management Specialists (OMS), Credit Management, Client Training, PSG, etc.) and ensuring customer satisfaction.


Scope and Impact

Aligned with Sales in the Sales offices, the CAS:
: Manages the strategic relationship with their sales partners regarding end to end customer administration issues on contracting, order management, electronic fulfilment and invoicing issues. The CAS also works with the business channel, customers and all members of the Sales teams (e.g. Sales Specialists, Account Managers, and Global Project Managers (GPMs)) to provide administration support for current and new business models with the goal of making it easier for customers to do business with Thomson Reuters.
: Helps identify and drive forward future administration improvement opportunities with key customers. This role works through the CA functions to achieve improved customer satisfaction and drive business results.
: Support and improve global uptake of CA initiatives for assigned clients eg eInvoicing, self:serve, SAP account configuration, TRGA, TRSC etc
: Proactively work with Sales as a single point of contact for any global and regional deals, global pricing, reporting and DAD management; as appropriate coordinate across the regions and lead global Customer Admin communication with GPMs and GBDs for Global and Major Accounts.
: Proactively meet with clients for service reviews, feedback etc
: Global final Customer Admin escalation point for their Account (Note: escalations will follow a defined path).
: Key Responsibilities
: Work directly with clients to successfully implement Customer Administration service improvement programs (these include eInvoicing, B2CC roll out, client self serve and proactive client contact for quarterly data changes) by promoting benefits to clients and providing both onsite and remote training and support.
: Work closely with the credit management team to escalate non payment issues with client (i.e. pro:actively support our collections strategy).
: Manage to resolution all queries from the client by identifying the correct OMS owner to resolve the issue and managing escalations if required (1st Level:Senior OMS, 2nd Level:Lead CAS). Leverage sales office presence to coordinate and facilitate issue resolution with Sales
: Represent CA department to key internal and external clients to add


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