About the job
Job Description:This role is responsible for being an VAT compliance and calculation subject matter expert serving as an interface between Global Support and Tax Research related to customer inquiries in relation to our International Vertex products. The position will triage inquiries, seek to resolve without the need to send to Tax Research. If the inquiry ultimately needs to go to Tax Research, ensure complete and quality information is included. Respond to customer tax content issues to develop solutions. This position serves as an elevation point for both departments to resolve concerns and will drive continuous improvement in the customer inquiry process between Customer Support and Tax Research.ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES: - Analyze customer inquiries at the jurisdictional, imposition and transactional level to identify core issues.
- Evaluate the customer inquiry by researching and interpreting VAT legislation and VAT reporting obligations with the goal to resolve to mitigate the need for it to be sent to Tax Research
- Ability to interpret VAT legislation and VAT reporting obligations and determine how they apply to Vertex products
- Knowledge and understanding of VAT legislation and VAT reporting obligations that impact tax calculation and compliance; demonstrate expertise in determining the applicable VAT regime and VAT reporting obligations to solution and/or triage a customer’s case.
- Check customer inquiries for completeness & quality about the VAT matter that is being questioned. Obtain missing information or have submitting Analyst address quality or completeness issues.
- Experience with US sales and use tax is preferred.
- Understand and resolve complex customer issues and systems architecture to develop solutions.
- Demonstrated ability to translate and communicate complex or difficult VAT concepts to others in a plain and understandable manner.
- Support a dynamic team environment by collaborating with other departments, contributing time, effort, and ideas.
- Establish effective processes and best practices for knowledge sharing and communication.
- Guide overall team activity to support team/business objectives.
- Develop and direct plans for improving team performance.
- Demonstrated ability to establish strong, credible, cross-functional working relationships in a fast-paced, collaborative corporate culture.
- High level of ethics, integrity, judgment, discretion, and confidentiality.
- Strong aptitude to detailed information.
- Ability to meet deadlines.
- Effectively work in multi-jurisdictions/regions.
- Must be results oriented, customer focused and able to manage multiple high-visibility or high-impact projects simultaneously.
- Interaction with customer as needed to seek to understand their inquiry to resolve the issue more effectively.
- Answer content-related issues that a front-line Customer Support Analyst is unable to resolve.
- Mentor Customer Support staff on relevant Tax Research department requirements for customer inquiries.
- Inform Tax Research staff appreciate the customers’ point of view and needs, and how these translate into Customer Support work and constraints.
- Help resolve concerns or issues between the departments (or department employees) related to a specific customer inquiry.
- Test complex tax content and functionality within Vertex products and internal databases.
KNOWLEDGE, SKILLS AND ABILITIES: - Proficiency with Vertex products is preferred.
- Experience with ERP systems is a plus (Oracle, SAP, PeopleSoft, etc.)
- Strong analytical skills and extensive cross country technical VAT knowledge and experience.
- Understands product development methodologies is a plus.
- Exposure to broad spectrum of VAT jurisdictions is a plus.
- Excellent communication (oral, written, presentation and facilitation) skills.
- Ability to handle complex VAT content in a multi-tasking environment, perform research, interact, and communicate with individuals/groups at all levels within the organization.
- Understanding of basis US sales and use tax concepts
- Must be results oriented, customer focused and able to manage multiple projects simultaneously.
- Proficiency in Microsoft Office packages is required.
- Native French/German/Dutch/Italian/Spanish and fluent in English
EDUCATION, TRAINING: - Bachelor’s Degree in Tax/Accounting/Finance/ Tax Technology is required.
- Advanced degree, law degree or professional certification a plus. Equivalent experience may substitute for some portion of the education requirement.
- Experience with Vertex or other tax engines is a plus.
- 6+ years in a multi-jurisdictional environment.
- Experience in tax consulting, compliance, is required.
