Customer Solutions Representative - AR
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Position Overview
As a Customer Solutions AR Representative, you will provide universal support and service, with primary focus on account receivables activities, while also providing exceptional customer service, addressing inquiries, concerns, and fostering customer loyalty through effective communication and problem resolution. You will actively listen to our customers, utilizing your customer service expertise, passion, training, and available resources to meet their needs.
To thrive in this role, you will resolve issues by clarifying problems, exploring answers and alternative solutions, and documenting all interactions in the appropriate systems. We also collaborate within the department and cross-functionally across departments to ensure successful delivery of our products and programs, with urgency and ownership.
Key Responsibilities
ACCOUNTABILITES
Accountabilities are assigned through primary and secondary tasks. You will be accountable for answering every type of inbound call and making the necessary outbound calls to properly manage the business; from pre-sales inquiry and order management, all the way through the collections and invoice payment processes, including but not limited to:
ACCOUNT RECEIVABLES ACCOUNTABILITIES
Clear, precise, timely, accurate, and professional communication to all internal and external customers.
- Answer inbound calls and emails with a sense of urgency, including answering questions related to order processing, processes credit applications and determines credit worthiness; evaluates payment trends and utilizes credit reports; maintains documentation on all credit, tax, and collection activities
- Makes critical decisions to determine if a tax exemption certificate is current and valid, process credit memos when necessary to adjust tax balances with tax certificates.
- Contacts customer by phone and email to obtain payments for past due invoices using soft collections approach, knowing when to escalate or negotiate payment arrangements, research credit balances on invoices and issues credit memos as necessary and contacts sales representative to enlist their help on past due accounts as appropriate.
- Analyzes billing and payment history to reconcile internal accounting issues, identifies and prepares invoice corrections, adjustments, and takes appropriate steps to resolve.
SALES TAX EXEMPTION
- Properly capture and maintain all documentation as dictated by the Sales Tax Accounting team.
- Troubleshoot tax jurisdiction issues between the e-Commerce order entry and SAP billing.
- Review and approve all new customer accounts applying for state sales tax exempt status.
- Process tax refund for any taxes paid on an exempted account.
- Maintain files for sales tax exemption documentation and provide records requested during internal or external audits.
ORDER MANAGEMENT ACCOUNTABILITIES
- Maintain a thorough knowledge of products, catalog contents, field sales personnel and any promotional items/incentives.
- Embrace the opportunity to solve problems, interact with customers, and contribute to a collaborative and innovative work environment
- Resolve order-processing issues, process product returns, facilitate credit adjustments and assist with the creation of personalized labels when required.
- Execute the defined order process with Independent Sales Representative, process customer transactions: enter and track sales orders, and assist customers with questions and orders via phone, email, fax and traditional mail; generate order confirmations; interact with Logistics/Shipping and the production team to ensure timely and accurate shipments
GENERAL ACCOUNTABILITIES
- Monitor and adhere to task schedule for daily task assignments, flexibility to change direction, adjusting speed as necessary; using slower times to follow up on open cases, unassigned cases, process credits/refunds, or outbound collection.
- Embrace the opportunity to solve problems, interact with customers, and contribute to a collaborative and innovative work environment.
- Model personal productivity and quality performance standards and solution response time across all contact channels: e-commerce systems, phone, email, chat, fax and traditional mail.
- Work with integrity as part of a team towards a shared vision while respecting the opinions of others.
Overall, we take accountability for assigned tasks and perform other duties, as assigned by leadership in a timely manner. All duties can be modified as required by our business.
Qualifications
- Associate's degree; Business, Communications, or related field
- 3 years of credit and collections experience with customer service AND/OR account management/order processing, Required
- At least 2 years of Accounts Receivable and /or Collections Experience Desired
- Knowledge of sales tax exemption requirements in multiple states, Preferred
- Prior experience learning a complex subject or system and applying learned information to future situations, Required
- Proven ability to work in a fast-paced environment, work under pressure and handle multiple tasks simultaneously
Preferred Skills
- Microsoft Office Suite Required (Excel – Intermediate Preferred)
- Fluent in Spanish, Preferred
- SAP and Salesforce, Preferred
- Experian, Dun & Bradstreet credit reporting (or similar credit report service), Preferred
- Can navigate multiple applications/screens and research solutions with ease
- Detail oriented, with strong analytical skills
- Holistic customer focus from credit to invoicing with a high degree of accuracy and attention to detail; dependable, self-starter, possessing great follow-up abilities
- Knowledge of Basic Accounting
- Ability to develop strong relationships with contacts at customer accounts
COMPENSATION
- Annual Salary: $50,000 - $54,000
- Annual Bonus: 3.5% of base salary, based on company and/individual performance
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Wellness Program
- 401k Matching
- HSA/FSA
- LifeLock Identity Theft Protection
EQUAL OPPORTUNITY EMPLOYER
World’s Finest Chocolate is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We prohibit discrimination and harassment of any kind based on race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, veteran status, or any other protected characteristic as outlined by federal, state, or local laws. We celebrate diversity and are dedicated to providing an environment of respect and inclusivity for all employees.