Customer Service Analyst

Dahl Consulting is partnering with a global healthcare innovation leader to identify a Customer Service Analyst who will support customer operations within the U.S. market. This role involves managing customer issue resolution, analyzing payment behavior, and improving operational efficiency in a collaborative environment.

Responsibilities:

• Lead end-to-end customer issue resolution management and analysis for U.S. customer operations within an assigned business group
• Research and analyze customer payments, delinquencies, and creditworthiness to identify root causes and implement preventive action plans
• Partner with customers and internal stakeholders, including sales and business teams, to resolve delinquent accounts and improve customer outcomes
• Perform proactive collections activities on past-due accounts in accordance with established credit policies using phone, email, and written communication
• Conduct in-depth analysis of customer payment behavior and open accounts receivable items to develop effective resolution strategies
• Deliver clear, professional written and verbal communication to ensure a positive customer experience
• Build credibility and trust with customers and internal partners through timely, accurate issue resolution and detailed reporting
• Contribute to productivity gains and continuous process improvement initiatives

Requirements:

• Bachelor's degree (or higher) and a minimum of two (2) years of combined experience in finance, accounting, customer service, accounts receivable, accounts payable, or a related customer-facing role in a private, public, government, or military environment
• Experience in accounts receivable, collections, customer service, or financial analysis
• Knowledge of accounts receivable processes, customer payment behavior, and delinquency management
• Ability to analyze financial data and identify root-cause issues
• Strong written and verbal communication skills
• Experience supporting continuous process improvement initiatives
• Direct experience in B2B collections
• Experience with dispute management in an accounts receivable or credit environment
• Knowledge of financial statement analysis, credit principles, negotiation, and financial counseling
• Advanced proficiency in Microsoft Office tools, including Excel, Word, PowerPoint, and Power BI
• Strong organizational, analytical, and interpersonal skills
• Demonstrated initiative in process improvement and change management efforts
• Experience leading or participating in Lean Sigma projects, cross-functional teams, or similar continuous improvement initiatives