Service Contract Specialist

ABOUT THE ROLE 

We're hiring a Service Contracts Specialist to support the continued growth of our service contract and subscription business. This role will help maintain accurate contract data across the systems that support quoting, authorization, invoicing, and payment, ensuring that customer agreements are reflected correctly and consistently from contract setup through billing.

You'll work across Salesforce, ChargeEye, Epicor, and related contract repositories to support a controlled contract-to-cash process for service contracts and subscription products. This role helps ensure customer entitlements, billing requirements, contract terms, and payment status are accurately maintained across the appropriate business systems so subscription billing remains consistent, auditable, and scalable as the business grows.

KEY RESPONSIBILITIES

Contract Data Governance & Accuracy (~40%)

• Review service contracts, subscription agreements, customer records, and related commercial documentation to confirm billing rights, contract terms, start dates, renewal dates, and required customer authorizations
• Maintain the service contract data model and establish a repeatable process for how contract data is captured, validated, updated, and governed across systems
• Identify missing, inconsistent, or outdated contract information and coordinate corrections with Service, Sales Operations, Finance, and other stakeholders
• Create controls that ensure the correct contracts are in place before subscriptions, service plans, or customer access are activated
• Build audit-ready records that show what was quoted, what was authorized, what was invoiced, and what was paid
  
  

Systems Reconciliation & Process Controls (~30%)

• Connect contract and subscription data across SFDC, ChargeEye, Epicor, and supporting tools to confirm that each system reflects the same customer, product, entitlement, price, and billing status
• Reconcile the end-to-end flow from quote to authorization to invoice to payment, including ChargeEye subscriptions quoted in SFDC, activated in ChargeEye, invoiced in Epicor, and verified against payment actions
• Document process gaps, handoff points, and control failures that create billing risk, revenue leakage, or customer access issues
• Develop repeatable checklists, exception reports, and operating rhythms so contract accuracy is maintained as the subscription base grows
  

Invoicing, Payment Verification & Revenue Protection (~30%)

• Verify that active subscriptions and service contracts are invoiced correctly, on time, and in alignment with the underlying customer agreement
• Partner with Finance to confirm invoice status, payment activity, credits, disputes, and open billing issues tied to service contracts or subscriptions
• Flag contracts where access has been granted but billing is missing, delayed, underpriced, or not supported by the correct documentation
• Support renewal, cancellation, and amendment tracking so billing actions reflect the customer's current contractual status
  
  
  

Reporting, Documentation & Continuous Improvement

• Create reporting that shows contract completeness, subscription billing status, invoice exceptions, payment follow-up needs, and revenue at risk
• Document standard operating procedures for contract intake, data validation, system updates, billing verification, and exception escalation
• Recommend process improvements and automation opportunities that reduce manual reconciliation and improve contract-to-cash accuracy

Inside Sales Required (Must Have) Skills and Qualifications

• Experience (3+ years): Contract administration, sales operations, finance operations, billing operations, customer success operations, or service operations roles with responsibility for data accuracy and process controls.

• Contract and subscription mindset: Able to read customer agreements, understand commercial terms, and translate those terms into system records, billing actions, and operational controls.

• Systems experience: Hands-on experience with CRM, ERP, subscription, or billing systems. SFDC and Epicor experience strongly preferred; ChargeEye or similar platform experience helpful.

• Data reconciliation: Comfortable comparing records across multiple systems, identifying discrepancies, and driving corrections to closure.

• Billing and invoicing awareness: Understands quote-to-cash or contract-to-cash workflows, including invoice creation, payment verification, credits, renewals, and exception handling.

• Process documentation: Able to build clear SOPs, checklists, exception logs, and recurring controls that make work repeatable.

• Excel proficiency: Comfortable using Excel for data cleanup, reconciliation, reporting, lookups, and exception tracking.

• Attention to detail: Strong follow-through and accuracy in a role where small data errors can create billing, access, or revenue issues.

• Communication: Able to work cross-functionally with Service, Sales Operations, Finance, and other teams to resolve issues without letting exceptions sit open.

Inside Sales Strongly Preferred (Nice-to-Have) Skills and Qualifications

• Experience supporting subscription products, service software, connected services, or recurring revenue models

• SFDC quote or opportunity data experience, including familiarity with quote-to-cash handoffs

• Epicor invoicing, customer records, item setup, or billing workflow experience

• Experience with contract repositories, document control, or customer entitlement tracking

• Ability to build basic dashboards, reports, or exception trackers for leadership review

• Interest in improving contract-to-cash workflows through automation and better data controls

Inside Sales Preferred (Nice-to-Have) Skills and Qualifications

• EV charging, energy, field service, or electrical equipment industry background

• Experience working with international or shared-service teams

• Experience helping a scaling business move from manual tracking to controlled, documented processes