Job Description

JOB SUMMARY

Responsible for implementing and managing customer service strategies within the Accounts Receivable Department. Assist in defining work flows and processes that will drive improvements in customer satisfaction, employee engagement and attrition. Design and implement processes to improve cash flow and reduce receivables. Work closely with all internal partners (Logistics, Corp Ops, etc.) in identifying and resolving issues impacting customer service.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Establish and implement internal procedures for processing invoicing, cash application and collection activities within current company policies
• Manage company’s billing and collection policy, and communicate with upper management regarding areas of concern and non-performance
• Understand and manage standards, metrics, performance criteria, policies and procedures to continuously improve productivity
• Work with management on forecasting activities and sets performance goals and objectives accordingly
• Develop and maintain strategy on ensuring customer satisfaction on all transactions respective to Accounts Receivable
• Understand tools and technology used to manage KPIs and SLAs
• Maintain staffing levels to support business needs
• Possess time management, planning, organizational and multi-tasking skills
• Responsible for UKG payroll review and submission to ensure correct entries
• Supervise month-end close procedures and related reports
• Review client billing guidelines, coach direct reports on their impacts and work with the IT department to update the accounting system accordingly
• Provide training programs for new hires and development training for supervisors
• Prepare daily collection reconciliation to insure customer accounts are accurate and reflect deposits and other bank transactions
• Monitor staff adherence to internal processes and procedures
• Set objective performance measurements and expectations for direct reports and hold them accountable for meeting the established expectations
• Prepare and deliver annual performance reviews which compare the performance of direct reports to expectations communicated
• May perform other duties and responsibilities as assigned

MANAGEMENT & SUPERVISORY RESPONSIBILTIES

• Typically reports to Management. Direct supervisor job title(s) typically include: Dir - Accounts Receivable
• Job is directly responsible for managing other employees (e.g., hiring/termination and/or pay decisions, performance management). Job title example(s) of employees directly supervised: Supervisor – AR Customer Solution, Lead – AR Customer Solution Team, Spec - AR Customer Solutions Agent, Spec – AR Chargebacks

JOB QUALIFICATIONS: Essential Skills, Abilities and Example Behavior(s)

• DELEGATE: Able to clearly assign responsibility and authority for tasks to appropriately selected individuals or teams; Able to remove obstacles to administration and / or execution. Able to allow for and contribute needed resources
• FOLLOW-UP: Able to monitor and evaluate progress of assignments / projects
• LISTEN: Able to actively listen and convey understanding of the comments and questions of others; Able to understand the situations, viewpoints and feelings of others before expressing own view
• BUILD AND MEND RELATIONSHIPS: Able to use appropriate interpersonal styles and communication methods (both verbal and non-verbal); Able to show consideration for the feelings and needs of others; Able to show awareness of the impact of own behavior on others; Able to recognize when relationships are damaged and take action to improve them
• MAINTAIN COMPOSURE: Able to stay calm and even-tempered when handling a crisis or stressful situations; Able to recognize and respond effectively to unexpected situations or adverse conditions
• FACILITATE GROUP DISCUSSIONS: Able to use effective communication methods and interpersonal behaviors to guide a group toward objectives; Able to help groups define objectives and strategy, stay on task, and reach consensus; Able to solicit participation, challenge ideas, and summarize accomplishments and planned actions
• COACH: Able to observe and track performance in order to instruct, guide, encourage, and support employees; Able to provide positive and developmental feedback on performance; Able to place emphasis on continuous improvement
• DEVELOP OTHERS: Able to provide a challenging and supportive climate that encourages development in the work team; Able to assess the strengths and development needs of staff; Able to actively seek and promote opportunities for the development of others; Able to take an active part in the training and ongoing development of direct reports
• BE FAIR: Able to demonstrate consistency, impartiality and even-handedness in making decisions and maintaining relationships with others; Able to treat others as individuals and listen to complaints, suggestions, concerns, or requests; Able to articulate reasons behind decisions; Able to rectify unfair situations
• MOTIVATE: Able to create enthusiasm for the work and a desire to excel as an individual or as a team; Able to solicit, use, and / or build on ideas of others; Able to recognize individuals for their contributions; Able to reinforce desired behaviors
• MANAGE CHANGE: Able to make a point to understand the change; Able to promote the benefits of change and develop systems and procedures to effectively implement change; Able to consider the business and human impact of change
• PROVIDE DIRECTION: Able to establish and communicate a common vision; Able to translate company strategy into team goals and objectives; Able to set clear priorities; Able to clarify roles and responsibilities through individual performance plans; Able to make self-available for questions
• SHOW DIVERSITY AWARENESS: Able to be aware of diversity in the workforce and customer base; Able to understand cultural differences and perceptions; Able to show acceptance of, and respect for, the differences in others; Able to avoid intolerance or encouragement of behaviors that devalue an individual because of differences
• DO WHATEVER IT TAKES: Able to maintain perseverance in the face of obstacles; Able to take charge, know what is needed or find out, and move forward; Able to stand up for ideas in the face of resistance; Able to work with others to expand on ideas
• BE RESOURCEFUL: Able to be willing to adapt to shifting priorities, multiple demands, ambiguity, and rapid change; Able to develop new approaches to work systems or problem-solving; Able to maximize use of available resources to achieve the best results consistent with company objectives; Able to know who to go to and make use of others' expertise
• BE ANALYTICAL: Able to effectively gather all relevant information; Able to identify key issues; Able to qualitatively and / or quantitatively process data; Able to identify relationships, draw logical conclusions and interpret results for use in decision-making
• DEMONSTRATE SOUND JUDGMENT: Able to make appropriate decisions and has the vision to understand their impact; Able to use factual information to develop logical assumptions; Able to examine alternatives and consider resources, constraints and risks before committing to action
• THINK STRATEGICALLY: Able to see the "big picture" and be future-thinking; Able to anticipate future trends and consequences accurately; Able to take a broad perspective; Able to create a vision of organizational objectives; Able to make decisions based on long-term company goals
• COLLABORATE: Able to act as part of a larger team outside of the immediate department or group; Able to understand the importance of working with peers in other areas or management to reach "best practice" solutions for the organization; Able to inform and seek information to anticipate and consider the impact of decisions or actions on the overall organization

JOB QUALIFICATIONS: Education & Experience Requirements

• Bachelor’s Degree Preferred, or an equivalent combination of education and experience may be considered
• 5+ years’ experience
• 1 - 3 years of supervisory or managerial experience
• Project management experience required
• Possess math skills sufficient to perform required duties
• Or an equivalent combination of education, training or experience