Customer Account Management
Serve as the primary point of contact for a defined portfolio of commercial accounts, managing the full receivables lifecycle. Build and maintain strong customer relationships to ensure timely payments, understand account behaviors, and proactively address potential obstacles to resolution.
Issue Resolution & Cross-Functional Collaboration
Partner with Sales, Billing, Operations, and Credit to resolve complex issues including invoice disputes, contract misalignments, purchase order discrepancies, and tax-related questions. Escalate unresolved issues to leadership or Legal with clear documentation and thoughtful recommendations.
Risk Monitoring & Analysis
Monitor aging reports and customer payment trends to identify delinquencies or high-risk accounts. Investigate unapplied payments, short-pays, and other anomalies, and take corrective actions to mitigate financial risk.
System Documentation & Case Management
Maintain accurate, timely, and complete documentation of all customer interactions, payment commitments, and resolution outcomes within SAP and Salesforce to ensure transparency and traceability.
Performance Support & Process Improvement
Contribute to department-wide goals and initiatives by participating in collections campaigns, supporting KPI achievement, and identifying opportunities for process improvement through root cause analysis and feedback loops.
Additional Duties and Functions as assigned
