Customer Support Admin

Millenniumsoft•San Diego, CA

20h•Onsite

About The Position

This role is responsible for monitoring accounts receivable balances, performing collection functions, resolving customer issues related to non-payment, conducting payment negotiations, and reconciling accounts to determine necessary actions. The position requires managing large volumes of accounts and spend, with an emphasis on analytical thinking, problem-solving, and strong customer support skills. The ideal candidate will have a proven track record of long-term commitment and excellent communication abilities to convey complex issues. The role involves working closely with various internal departments to resolve issues affecting timely payments and maintaining a positive team environment.

Requirements

3+ years in business collections or account reconciliation, preferably in a manufacturing environment.
Strong Excel skills, including Vlookup and Pivot tables.
Analytical skills, problem-solving skills, reconciliation skills, and collection skills.
Good verbal and written skills to communicate complex issues.
Familiarity with computerized accounting / accounts receivable systems.
Strong interpersonal skills, tact, persistence, analytical & critical thinking skills, patience, strong customer service orientation, reconciliation skills, excellent follow through.
Ability to handle large volumes of accounts (50 min. accounts / 3 million spend).
Candidates with long-term staying power are desired.
Local to the San Diego area.

Nice To Haves

Bachelors degree preferred but not required.
Experience in a manufacturing environment.

Responsibilities

Monitor accounts receivable balances and perform collection functions on assigned accounts.
Resolve customer issues related to non-payment and conduct payment negotiations.
Reconcile accounts as needed to determine action required and escalate accounts as necessary.
Collaborate with Contracts, Credit, Billing, Database, Asset Management, Reconciliation, and Accounts Receivable teams to identify and resolve issues affecting timely account payment.
Collect customer payments in accordance with payment due dates.
Communicate with customers in a positive and friendly manner.
Identify issues contributing to account delinquency.
Maintain appropriate documentation of issues in the SharePoint/SAP notes system.
Negotiate payment plans on delinquent accounts.
Review and monitor assigned accounts and all applicable collections reports.
Provide timely follow-up on payment arrangements.
Maintain the required level of documentation on collection efforts.
Escalate delinquent accounts as per the escalation protocol.
Complete all reports on delinquent accounts by the established deadlines.
Monitor and follow up on the status of Term Begin Date Adjustments, Return Material Authorizations, Cancelled Sales Orders, and Reverse Billing Not Live Items.
Create and send manual invoice(s) electronically or via overnight mail following Sarbanes-Oxley Act protocol.
Research Operational issues with field personnel.
Monitor accounts in the Escalation Protocol for payment or credit risk.
Work with Database/Asset Management/Reconciliation teams to correct entry errors and invoice(s) accordingly.
Manage Accounts Receivable balances, pursue payment on past due invoices, and contact customers via phone, email, and letters.
Provide customer service to customers seeking information on their invoices/accounts receivable balances.
Work with other departments to ensure process and policy consistency and effectiveness.
Proactively seek ways to improve the accuracy and efficiency of Pyxis processes.
Maintain a general knowledge of all Pyxis products.
Maintain a consistent work schedule to establish reliability.
Eliminate negativity by discouraging dissension and complaints directed at other employees/departments.
Focus constructive criticism where necessary through proper channels.
Set a positive example for co-workers and other employees by maintaining a positive attitude and professional demeanor at all times.