The Customer Relations Team Lead will own the customer-facing accounting communication. Reporting to the Director of Claims, Credit, Carrier and Customer Relations, this position will oversee a team of Customer Relations Support Specialists, and work closely with the sales teams to ensure efficient and timely completion of all accounting tasks. On top of internal & external relationship management, this role also requires the execution of detail-oriented administrative tasks to keep accounting running smoothly. This role is encouraged to make recommendations and improvements to existing processes.

In this role, you will:

  • Provide A/R and sales team with weekly aging reports.
  • Frequently analyze and report on outstanding receivables, including significantly past due accounts.
  • Identify trends and guide team to reduce A/R aging and optimize collections.
  • Respond to customers on any collection related inquiries and manage 1st level escalations.
  • Investigate circumstances of non-payment; negotiate and resolve conflicts; follow through to  satisfactory resolution resulting in expedited payments of outstanding invoices.
  • Build strong relationships with customers and factoring companies in an effort to ensure all invoices are paid according to terms.
  • Establish and maintain effective and cooperative working relationships with sales and sales management.
  • Monitor and manage workflow and daily targets to ensure timely delivery of agreed SLA’s.
  • Track and maintain metrics for a variety of data including attendance, productivity, etc.
  • Develop and identify improvements to current processes to improve productivity and quality of the team.
  • Lead team: involvement in selection/hiring process (as needed); provide on-going training; evaluate performance; hold direct reports accountable; address any performance issues appropriately and timely.

The ideal candidate is/has:

  • Bachelor’s Degree in Accounting, Finance or a related field
  • 3+ years experience in an Accounts Receivable role
  • 1+ year in a leadership role
  • Self-starter with ability to work independently and as a team
  • Highly organized with excellent time management skills and a high degree of accuracy and attention to detail

Supervisory responsibility:

  • This position directly supervises a team of 4-7 Customer Relations Support Specialists.

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