The ideal candidate for this role will: have a strong B2B collections management background, SAP/Salesforce experience a plus, computer savvy (able to quickly navigate through various programs, portals and systems), Microsoft Excel (vlookup) and word processing skills, Associate’s/Bachelors degree a plus (but not required). Is a supportive, flexible and collaborative leader/team player with negotiation skills, works with urgency, a continuous improvement mindset, eager to learn (and catches on quickly!). 

Primary Objective: Coach and manage direct reports, conducts interviews, hiring, contact customers to obtain payment status, assist customers in making invoice payment, enforce prompt payment with B2B customers per assigned payment terms, resolving and investigating billing issues that delay/prevent timely payment and facilitating the cash collections and administrative duties entailed while achieving departmental goals. 

General Company Requirements

•    Maintain a professional image of the company at all times while adhering to the company dress code: Slacks/pants, Global Electronic Services  shirt, closed-toed shoes

•    Arrive to work on-time, while maintaining punctuality and avoiding excessive absences.

•    Maintain company & customer confidentiality at all times. 

•    Serve as an advocate for our customer account service needs while proving the company’s value to the customer. Communicating the value of our services while demonstrating our ability to respond to customer’s needs, that differentiate us from competitors 

•    Build long-term relationships with our customers and internal stakeholders to enhance retention and engage appropriate resources to address customer’s needs

Account Collections Management and Servicing Requirements

•    Ensures continued team adherence to departmental code of conduct while upholding ethical standards, professionalism and a positive work culture. 

•    Coaches, develops, mentors and leads direct reports to ensure continuous improvement and achievement of collections goals and company initiatives.

•    Develops, maintains, amends and upholds collections department policies, training materials and departmental standards.

•    Assists in collections calls/outreach attempts to obtain payment status of outstanding invoices.

•    Continuous monitoring of aging reports, assigned accounts. Ensures weekly call lists are compiled and distributed to collectors and worked to completion to facilitate payment on past due balances.

•    Provide customers with copies of invoices, statements and misc. documents as needed and overcome any servicing objections and obstacles to overcome payment hurdles.

•    Facilitate payments from customers, including credit card, ACH processing, and providing bank/ACH and payment remit to information. Strategically and tactfully negotiates settlements and payment plans in accordance to company policy.

•    Assist in SaaS implementations, ERP conversions and transformational strategies as needed.

•     Document customer interactions, emails and collections efforts to maintain record of collection efforts, payment status, invoice status, next steps, etc.

•    Address, initiate, track and resolve service/shipping/quality/warranty (RMA) issues while addressing customer questions and concerns. 

•    Facilitates credit requests via activities workflows and monitors accounting inbox

•    Manage and necessitate required communications and ticket creation through various customer portals. 

•    Back up Accounting functions (as needed) to assist in Customer invoicing, vendor set up, AP vendor invoice processing, train new associates and other reasonably related duties assigned as needed.

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