Invoice Query Associate

At Fortidia we believe that talent, expertise, empathy and ambition drive our success. We base hiring decisions solely on candidate experience and skills. We are committed to creating an inclusive hiring process. If you have specific needs or require adjustments during the recruitment process, please let us know.

For our Accrington office we are looking for a highly organised and commercially minded Invoice Query Associate to join our Head Office team.

This is a varied role responsible for investigating and resolving invoice and billing queries across the World Options network. You will work closely with our Franchise Partners, customers, internal Finance and Operations teams, and our carrier partners to ensure queries are investigated thoroughly and brought to a resolution as quickly as possible.

The role requires someone who is comfortable working with numbers and data, has excellent attention to detail and, most importantly, takes ownership of a query from the point it is raised through to final resolution.

With a high volume of transactions and multiple carrier partners, you will need to be confident prioritising your workload, investigating discrepancies and challenging charges where appropriate.

Key Responsibilities:

• Investigate and resolve invoice queries raised by Franchise Partners and customers, ensuring cases are progressed through to resolution.
• Liaise directly with carriers including FedEx, UPS, DHL and other logistics partners regarding disputed charges, credits and billing discrepancies.
• Review invoices, shipment information, surcharges, weights, dimensions and supporting documentation to establish whether charges are correct.
• Raise disputes with carriers and actively follow up outstanding cases rather than allowing queries to remain unresolved.
• Maintain accurate records of all queries, correspondence, credits and outcomes within our internal systems.
• Monitor outstanding queries and work within carrier dispute deadlines and internal service levels.
• Communicate clearly and professionally with Franchise Partners, customers, carriers and internal departments by telephone, email and our ticketing system.
• Work closely with the Finance team to ensure carrier credits are correctly identified, recorded and allocated.
• Identify recurring billing issues, trends or carrier problems and escalate these to management.
• Challenge incorrect or unsupported charges and ensure appropriate evidence is obtained to support disputes.
• Provide regular updates on outstanding queries and ensure Franchise Partners are kept informed of progress.
• Support the wider Operations and Finance teams during busy periods and undertake other reasonable duties as required.
• Contribute ideas for improving processes, reducing invoice queries and improving the overall service provided to the network.

Requirements:

• Previous experience in an administrative, finance, invoice query, accounts or customer service role.
• Previous experience within the courier (such as FedEx, UPS and DHL, including carrier invoicing, surcharges and shipment charge), parcel, logistics or freight industry would be advantageous but is not essential, as full training will be provided.
• Strong numerical skills and excellent attention to detail.
• A confident and professional telephone and email manner.
• The ability to investigate problems logically and identify discrepancies.
• Strong organisational skills with the ability to manage a busy workload and multiple outstanding cases.
• A proactive approach – we are looking for someone who will take ownership and chase queries through to completion.
• Good Google suite sklls.
• The ability to learn and confidently use bespoke internal systems.
• The ability to work independently while also contributing positively to the wider team.
• A calm and professional approach when dealing with challenging or complex queries.
• Working hours will be Monday–Friday, 8:30am–4:30pm

What We Offer

• A competitive annual base
• A vibrant international environment in a continuously growing company.
• Extensive training and development opportunities within the group, including an eLearning platform
• A multicultural organizational structure and team.

About Fortidia

Fortidia is the brand identity of MBE Worldwide S.p.A. - a company headquartered in Italy - and its affiliates. Fortidia is a global commerce enabler for MSMEs and consumers thanks to its platform including brands providing fulfillment, shipping, marketing and print solutions: Mail Boxes Etc. (outside the U.S. and Canada.), World Options, PostNet, PACK & SEND, AlphaGraphics, Multicopy, Kwik Kopy Australia, Print Speak, GEL Proximity and Spedingo. In 2024, its platform - including 3,200+ Business Solutions Centers in 57 countries with over 14,000 associates - served 850k business customers worldwide generating €1.45 bln (US$1.65 bln) of System-wide Gross Revenue.

For more information, visit the Fortidia Group websites:

www.fortidia.com - www.mbeglobal.com - www.mbe.it - www.mbe.es - www.mbe.de - www.mbefrance.fr - www.mbe.pl - www.mbe.pt - www.mbe.co.uk - www.postnet.com - www.packsend.com.au - www.packsend.co.uk - www.worldoptions.com - www.alphagraphics.com - www.multicopy.nl - www.printspeak.com - www.gelproximity.com/en - www.spedingo.com/en - https://kwikkopy.com.au/

Job Type: Full-time

Pay: £24,786.00 per year

Work Location: Hybrid remote in Clayton-le-Moors BB5 5HY