The Billing Team:
Unsung Heroes of Customer Experience
Contributed by: Kara Smallwood, Customer Experience Manager
It’s easy to overlook the incredible work our teams do each day, especially when they make it look so effortless. That’s why, each quarter, I’ll be spotlighting one of our departments to recognize their vital contribution to our customer experience.
This quarter, we’re turning the spotlight on a team that works quietly behind the scenes yet plays a critical role in keeping everything running smoothly: The Billing Team.
The Essential Role of Billing
Our Billing team works overnight to ensure that every shipment picked up during the day is accurately entered into our system before the next day begins. Their work might be invisible to most, but its impact is felt across the entire company.
Timeliness
- Deadline: Midnight. Every shipment needs to be billed into our system by 12:00 AM.
- This enables operations to begin routing deliveries first thing in the morning.
- It ensures we have accurate daily billing counts and revenue data, which is essential for manpower planning and forecasting.
Accuracy
Billing must be precise to ensure:
- Freight is delivered to the correct location using the right equipment.
- Drivers have the correct piece count and weight for each delivery.
- Invoices are accurate and include all customer-requested details like billing info, PO numbers, BL numbers, Shipper Numbers, and more.
High Standards, Incredible Results
Working under tight deadlines, our billers maintain a rigorous pace:
- Target: 45 bills per hour, that’s an average of 1 minute and 20 seconds per bill, regardless of complexity.
- Error rate: Less than 1%.
Last month alone, the billing team processed 158,780 bills, with an impressive error rate of just 0.63%.
Let’s take a moment to recognize and appreciate the exceptional work our Billers do every night.
They play a vital role in shaping a positive experience for both our external customers, by ensuring freight arrives accurately and on time, and our internal teams, by delivering fast, reliable billing that keeps operations moving smoothly.
Thank you, Billing Team, for your dedication, precision, and behind-the-scenes excellence.
