Accounts Receivable (AR) Supervisor

Mood Media•Fort Mill, SC

About The Position

The AR Supervisor is the first-line people leader for a North America team of Collections Specialists and AR Specialists. The Supervisor runs the team’s daily execution, including account assignments, work priorities, customer-touch and Oracle-entry quality, and progress against the cash goal set by the AR Manager. The role coaches, schedules, and evaluates the team, handles initial customer and team escalations, and recommends account, credit, and staffing decisions to the AR Manager. The Supervisor oversees the team’s work but does not carry an individual portfolio, approve write-offs or credits, or set department policy, controls, or KPI definitions. The role oversees a team of five or more specialists, maintains daily team cadence and coverage, monitors performance standards, and reviews work quality. It ensures disputes, deductions, and invoice defects are appropriately logged and routed, prepares team results and account-level forecast commentary, and contributes to hiring, onboarding, performance reviews, and process improvement.

Requirements

Excellent computer skills and ability to learn new software and systems.
End-to-end B2B commercial collections knowledge, including promises to pay, payment plans, disputes, credit holds, write-offs, and third-party placement.
Ability to lead a team through daily priorities and cadence, coach on calls and notes, give direct feedback, and handle performance issues.
Experience with Oracle EBS AR or an equivalent ERP, customer AP portals such as Coupa and Ariba, and dunning tools such as Esker.
Advanced knowledge of Excel and Google Sheets, including the ability to read an aging report and build a team worklist.
Confidence communicating with customer AP and finance contacts on large enterprise accounts.
Outstanding verbal and written communication skills with customers, other departments, and leadership.
Sound judgment and discretion with confidential financial and employee information.
Ability to work collaboratively as part of a team.

Responsibilities

Supervise five or more Collections Specialists and AR Specialists, including scheduling and coverage, approving time off, coaching, and holding weekly one-on-ones.
Run the team's daily cadence, including morning huddles, reviews of specialist worklists, and end-of-day checks.
Monitor each specialist's live contacts, promises to pay, accounts actioned, and dispute progress; address performance gaps.
Review collection notes, promise-to-pay entries, reason codes, and dispute routing in Oracle weekly, correct errors, and retrain specialists as needed.
Handle initial customer and team escalations within established thresholds and escalate matters above those thresholds to the AR Manager with documented history.
Identify accounts without ownership, recent action, or valid contact; recommend portfolio reassignments and arrange coverage during absences and vacancies.
Ensure disputes, deductions, and invoice defects are logged, assigned correct reason codes, routed to the correcting department, and worked to resolution.
Recommend credit holds, service suspension, above-threshold payment plans, write-offs, and third-party placement to the AR Manager with supporting documentation; do not approve these actions.
Prepare weekly team results for the AR Manager, including collections against goal, aging movement, promises kept, dispute activity, and specialists off standard.
Provide account-level commentary for the AR Manager's month-end cash forecast and the team's Weekly AR Watch List rows.
Screen and interview candidates, recommend hires to the AR Manager, and onboard and train new specialists and contractors on department SOPs.
Prepare performance reviews and development plans for direct reports for AR Manager approval; initiate corrective action with the AR Manager and HR.
Report team process gaps, system defects, and SOP issues to the AR Governance & Controls Manager and apply issued SOP changes.