Customer Solutions Representative - AR

World’s Finest Chocolate • Chicago, IL

15h

About The Position

As a Customer Solutions AR Representative, you provide universal customer support and service, with a primary focus on accounts receivable. You address customer inquiries and concerns, foster loyalty through effective communication and problem resolution, and use available resources to meet customer needs. The role involves clarifying issues, exploring solutions, and documenting interactions in the appropriate systems. You collaborate within the department and across teams to support successful delivery of products and programs.

The position handles inbound and outbound customer contacts across the customer journey, from pre-sales inquiries and order management through collections and invoice payment. Responsibilities include account receivables and credit activities, sales tax exemption administration, order processing, customer account support, and general service tasks across e-commerce, phone, email, chat, fax, and traditional mail.

Requirements

• Associate's degree in Business, Communications, or a related field.
• Three years of credit and collections experience with customer service and/or account management or order processing.
• Experience learning complex subjects or systems and applying the information to future situations.
• Microsoft Office Suite skills.
• Ability to navigate multiple applications and screens and research solutions.
• Strong attention to detail and analytical skills.
• Customer-focused approach spanning credit through invoicing, with accuracy, dependability, initiative, and strong follow-up.
• Knowledge of basic accounting.
• Ability to develop strong relationships with contacts at customer accounts.

Nice To Haves

• At least two years of accounts receivable and/or collections experience.
• Knowledge of sales tax exemption requirements in multiple states.
• Ability to work in a fast-paced environment, perform under pressure, and handle multiple tasks simultaneously.
• Intermediate Excel skills.
• Fluency in Spanish.
• Experience with SAP and Salesforce.
• Experience with Experian, Dun & Bradstreet, or a similar credit-reporting service.

Responsibilities

• Communicate clearly, accurately, promptly, and professionally with internal and external customers.
• Answer inbound calls and emails with urgency and handle related questions.
• Process credit applications, assess creditworthiness, review payment trends and credit reports, and maintain documentation of credit, tax, and collection activities.
• Determine whether sales tax exemption certificates are current and valid, and process credit memos to adjust tax balances when necessary.
• Contact customers by phone and email regarding past-due invoices using a soft-collections approach; escalate or negotiate payment arrangements when appropriate.
• Research invoice credit balances, issue credit memos as needed, and enlist sales representatives to assist with past-due accounts when appropriate.
• Analyze billing and payment history to reconcile accounting issues, prepare invoice corrections and adjustments, and resolve discrepancies.
• Capture and maintain sales tax exemption documentation as directed by the Sales Tax Accounting team.
• Troubleshoot tax jurisdiction issues between e-commerce order entry and SAP billing.
• Review and approve new customer accounts applying for state sales tax-exempt status.
• Process tax refunds for taxes paid on exempt accounts, maintain exemption files, and provide records for internal or external audits.
• Maintain knowledge of products, catalog contents, field sales personnel, and promotional items or incentives.
• Resolve order-processing issues, process product returns, facilitate credit adjustments, and assist with personalized labels when required.
• Execute order processes with Independent Sales Representatives; enter and track sales orders, assist customers with questions and orders, generate order confirmations, and coordinate with Logistics/Shipping and production to support accurate, timely shipments.
• Monitor and follow daily task assignments, adjust priorities as needed, and use slower periods to follow up on open or unassigned cases, process credits or refunds, and make outbound collection calls.
• Meet productivity, quality, and response-time standards across e-commerce systems, phone, email, chat, fax, and traditional mail.
• Work collaboratively and with integrity, take ownership of assigned tasks, and perform other duties assigned by leadership.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Wellness program
• 401(k) matching
• HSA/FSA
• LifeLock Identity Theft Protection
• Annual bonus of 3.5% of base salary, based on company and/or individual performance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree