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 manages the team’s daily execution, including account assignments and priorities, customer interactions, Oracle entry quality, and progress toward 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 supervises the team’s work but does not carry an individual portfolio, approve write-offs or credits, or set department policy, controls, or KPI definitions. Mood Media describes itself as a global experiential media company serving more than 500,000 customer locations in over 140 countries and reaching more than 165 million consumers each day. The company provides integrated digital technology, curated and original creative content, and design expertise to make retail and guest experiences more personal and engaging.

Requirements

Excellent computer skills, including the ability to learn new software and systems.
Experience with end-to-end B2B commercial collections, including promises to pay, payment plans, disputes, credit holds, write-offs, and third-party placement.
Ability to lead a team through a daily operating cadence, set priorities, coach on calls and notes, provide 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 from it.
Confidence communicating with customer AP and finance contacts at large enterprise accounts.
Outstanding verbal and written communication skills with customers, other departments, and leadership.
Sound judgment and discretion when handling confidential financial and employee information.
Ability to work effectively with others; teamwork is essential for success.

Responsibilities

Supervise at least five Collections Specialists and AR Specialists, including setting daily schedules and coverage, approving time off, coaching on calls, notes, and dispute work, and holding weekly one-on-ones.
Run the team's daily cadence, including a morning huddle, worklist review with each specialist, and an end-of-day check on planned work.
Monitor specialist performance against standards, including live contacts, promises to pay secured and kept, accounts actioned, and disputes logged and progressing; address gaps within the same week.
Review team work quality weekly by sampling collection notes, promise-to-pay entries, reason codes, and dispute routing in Oracle; correct errors and retrain specialists as needed.
Handle first-level customer and team escalations on past-due accounts, resolving issues within handbook thresholds or escalating matters above those thresholds to the AR Manager with documented history.
Ensure team account coverage by identifying accounts without an owner, recent action, or valid contact; recommend portfolio reassignment to the AR Manager and arrange coverage during absences and vacancies.
Ensure disputes, deductions, and invoice defects are logged with correct reason codes, routed to the correcting department, and worked to resolution; intervene when corrections stall.
Recommend credit holds, service suspension, above-threshold payment plans, write-offs, and third-party placement to the AR Manager with supporting documentation; the Supervisor does not approve these actions.
Prepare weekly team results for the AR Manager, including cash collected against goal, past-due and aging movement, promises kept, disputes opened and closed, 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.
Participate in hiring by screening and interviewing candidates and recommending hires to the AR Manager; 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 on the team.
Perform other duties as assigned by management.