Customer Experience Accounts Receivable Specialist
- Identify account risks, potential credit problems, disputes, and other customer issues.
- Generates reports and communicates potential risks to the Accounts Receivable Supervisor, as well as field contacts (Branch Manager, Account Manager, Area Sales Manager, or District Manager).
- Escalate significant matters to the Accounts Receivable Supervisor.
- Contact customers regarding invoices/accounts that are past due. Provide information as requested to facilitate a quick remittance. Obtain future pay information.
- Review/release/escalate sales on a routine basis throughout the work day.
- Prioritize portfolio so collection efforts result in maximum benefits. Watch for key indicators when a customer account is falling behind, or becoming delinquent.
- Maintain quality relationships with branch managers, account managers, district managers, and AVPs. These relationships can be critical in collection efforts. Involve regional collections managers when possible and keep them informed of issues at all times.
- Documentation is critical, log conversations, e-mails, and other communications. Organize documentation to facilitate follow-up efforts. Initiate appropriate follow-up action on mail returned as undeliverable.
- Identify errors and discrepancies in customers' accounts. Create dispute items to be investigated and resolved. Work closely with the dispute Team when investigating/resolving disputes
- Utilize customer service skills at all times to ensure collections efforts do not impair customer relationships.
- Special projects and other duties as assigned. Are you a MATCH? QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
- A proven track record of success in prior collection roles is a plus.
- An ability to see the collections operation as a financially oriented customer service function that balances cost control with support for the business.
- The successful candidate must have a strong “client service” mindset and the ability to use collaborative and non-adversarial approaches in achieving diverse goals.
- High school diploma or equivalent.
- Some commercial collection experience is preferred.
- Bilingual (Spanish) is a plus, but not required.
- Understanding of quality customer service and the relationship to collection efforts.
- Experience with SAP and/or ERP systems a plus, basic Excel experience.
- Ability to manage multiple priorities.
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