OTC Analyst

Position Summary

This role is responsible for ensuring the accurate and timely processing of customer transactions, maintaining customer account data integrity, and resolving issues that may delay invoicing, payment, or cash application. Working within a shared services environment, the OTC Analyst collaborates closely with internal stakeholders and third-party service providers across Billing, Accounts Receivable, Customer Service, Sales, Operations, Finance, and Master Data functions to support multiple manufacturing locations and deliver high-quality customer service.

Key Responsibilities

• Support end-to-end OTC processes, including customer master data, billing, invoicing, cash application, collections support, deductions, disputes, and account reconciliations.
• Process and monitor invoices, credits, debits, customer payments, deductions, and related transactions to ensure accuracy and timeliness.
• Investigate and resolve billing exceptions, pricing discrepancies, unapplied cash, short pays, disputes, credit/debit adjustments, and other account-related issues.
• Assist with customer account maintenance, including updates to billing information, payment terms, invoicing preferences, portal requirements, and customer contact information.
• Maintain accurate documentation of customer interactions, transaction issues, and resolutions within applicable systems.
• Gather, validate, and distribute supporting documentation including purchase orders, proof of delivery, invoice copies, pricing documentation, tax forms, and customer correspondence.
• Prepare and maintain OTC reports, dashboards, KPIs, and operational trackers to support business performance and decision-making.
• Analyze recurring issues, identify root causes, and recommend process improvements to enhance efficiency and service levels.
• Participate in system implementations, testing, process improvement initiatives, and special projects as assigned.
• Support collections and account reconciliation activities through research, documentation, and communication of resolution status.
• Build and maintain effective working relationships with internal stakeholders, customers, and external service providers.
• Bachelor's degree in Business, Finance, Accounting, Supply Chain, or a related field; equivalent experience may be considered.
• 2+ years of experience in Order-to-Cash, Accounts Receivable, Billing, Cash Application, Collections, Customer Service, Finance Operations, or a related area.
• Understanding of accounting principles, customer account reconciliations, and accounts receivable processes.
• Proficiency in Microsoft Office, particularly Excel, Word, and Outlook.
• Experience with ERP systems such as Microsoft Dynamics, SAP, or similar platforms preferred.
• Experience with customer invoicing portals, workflow systems, reporting tools, or case management applications is a plus.
• Strong analytical, problem-solving, and root-cause analysis abilities.
• Ability to manage multiple priorities and deadlines in a fast-paced environment.
• Effective written, verbal, and interpersonal communication skills.
• Strong customer service orientation with a focus on responsiveness and issue resolution.