Revenue Assurance and Customer Resolution Manager

C.H. Robinson•Eden Prairie, MN

About The Position

The Revenue Assurance and Customer Resolution Manager is responsible for executing cash flow improvement efforts by identifying, analyzing, and resolving billing, invoicing, customer, and operational issues that prevent timely payment. This role works closely with account teams, leadership, and cross functional partners to support the resolution of past due balances and improve consistency in how payment issues are identified and addressed. Operating upstream of traditional collections, this role focuses on removing barriers to payment and supporting stronger cashflow outcomes. Account & Portfolio Support Support assigned customer portfolios within assigned Regions that have elevated past due balances or payment risk. Conduct Monthly Business Reviews with office leadership to review financial scorecards. Review customer payment performance to identify trends, issues, and drivers of past due exposure. Partner with GMs and account teams to prioritize and address payment-related issues. Cross-Functional Coordination Work with Finance, Billing, Operations, Sales, and Technology teams to help resolve payment issues. Escalate complex or recurring issues to the Director for broader support. Help ensure fixes are documented and reduce repeat issues. Issue Identification & Action Planning Identify billing, invoicing, process, data, or customer-specific issues that prevent payment. Support the development and tracking of action plans for higher risk or higher dollar accounts. Monitor progress and follow up to ensure issues move toward resolution. Tracking & Reporting Support Maintain accurate tracking of account issues, actions, and outcomes. Contribute insights to reporting and score carding by highlighting drivers of past due balances. Surface recurring themes or risks to support broader improvement efforts. Continuous Improvement Support Identify opportunities to improve processes and reduce recurring payment issues. Share learnings and best practices across accounts and teams. Support implementation of improvements led by the Director. QUALIFICATIONS Required: High School Diploma or GED Minimum 5 years experience in Customer Success and/or billing, collection or finance or equivalent experience. Ability to travel up to 10% (domestically and internationally) Preferred: Strong communication skills and comfort working with account teams and internal partners. Strong analytical and problem-solving skills. Ability to manage multiple issues at once and follow through to resolution. Experience supporting field leadership or account teams. Experience working with past due balances, customer payment issues, or billing processes. Familiarity with billing, invoicing, or AR systems. Experience in transportation, logistics, or a service based environment. Prior exposure to cross functional process improvement work. Values a diverse and inclusive work environment Disclaimer: This job description is intended to generally describe the nature and level of work to be performed by employees in this position. It is not intended to be construed as an exhaustive list of all responsibilities and skills required of employees performing this role. Account & Portfolio Support Support assigned customer portfolios within assigned Regions that have elevated past due balances or payment risk. Conduct Monthly Business Reviews with office leadership to review financial scorecards. Review customer payment performance to identify trends, issues, and drivers of past due exposure. Partner with GMs and account teams to prioritize and address payment-related issues. Cross-Functional Coordination Work with Finance, Billing, Operations, Sales, and Technology teams to help resolve payment issues. Escalate complex or recurring issues to the Director for broader support. Help ensure fixes are documented and reduce repeat issues. Issue Identification & Action Planning Identify billing, invoicing, process, data, or customer-specific issues that prevent payment. Support the development and tracking of action plans for higher risk or higher dollar accounts. Monitor progress and follow up to ensure issues move toward resolution. Tracking & Reporting Support Maintain accurate tracking of account issues, actions, and outcomes. Contribute insights to reporting and score carding by highlighting drivers of past due balances. Surface recurring themes or risks to support broader improvement efforts. Continuous Improvement Support Identify opportunities to improve processes and reduce recurring payment issues. Share learnings and best practices across accounts and teams. Support implementation of improvements led by the Director. QUALIFICATIONS Required: High School Diploma or GED Minimum 5 years experience in Customer Success and/or billing, collection or finance or equivalent experience. Ability to travel up to 10% (domestically and internationally) Preferred: Strong communication skills and comfort working with account teams and internal partners. Strong analytical and problem-solving skills. Ability to manage multiple issues at once and follow through to resolution. Experience supporting field leadership or account teams. Experience working with past due balances, customer payment issues, or billing processes. Familiarity with billing, invoicing, or AR systems. Experience in transportation, logistics, or a service based environment. Prior exposure to cross functional process improvement work. Values a diverse and inclusive work environment Disclaimer: This job description is intended to generally describe the nature and level of work to be performed by employees in this position. It is not intended to be construed as an exhaustive list of all responsibilities and skills required of employees performing this role. Account & Portfolio Support Support assigned customer portfolios within assigned Regions that have elevated past due balances or payment risk. Conduct Monthly Business Reviews with office leadership to review financial scorecards. Review customer payment performance to identify trends, issues, and drivers of past due exposure. Partner with GMs and account teams to prioritize and address payment-related issues. Cross-Functional Coordination Work with Finance, Billing, Operations, Sales, and Technology teams to help resolve payment issues. Escalate complex or recurring issues to the Director for broader support. Help ensure fixes are documented and reduce repeat issues. Issue Identification & Action Planning Identify billing, invoicing, process, data, or customer-specific issues that prevent payment. Support the development and tracking of action plans for higher risk or higher dollar accounts. Monitor progress and follow up to ensure issues move toward resolution. Tracking & Reporting Support Maintain accurate tracking of account issues, actions, and outcomes. Contribute insights to reporting and score carding by highlighting drivers of past due balances. Surface recurring themes or risks to support broader improvement efforts. Continuous Improvement Support Identify opportunities to improve processes and reduce recurring payment issues. Share learnings and best practices across accounts and teams. Support implementation of improvements led by the Director. QUALIFICATIONS Required: High School Diploma or GED Minimum 5 years experience in Customer Success and/or billing, collection or finance or equivalent experience. Ability to travel up to 10% (domestically and internationally) Preferred: Strong communication skills and comfort working with account teams and internal partners. Strong analytical and problem-solving skills. Ability to manage multiple issues at once and follow through to resolution. Experience supporting field leadership or account teams. Experience working with past due balances, customer payment issues, or billing processes. Familiarity with billing, invoicing, or AR systems. Experience in transportation, logistics, or a service based environment. Prior exposure to cross functional process improvement work. Values a diverse and inclusive work environment Disclaimer: This job description is intended to generally describe the nature and level of work to be performed by employees in this position. It is not intended to be construed as an exhaustive list of all responsibilities and skills required of employees performing this role.

Requirements

High School Diploma or GED
Minimum 5 years experience in Customer Success and/or billing, collection or finance or equivalent experience.
Ability to travel up to 10% (domestically and internationally)

Nice To Haves

Strong communication skills and comfort working with account teams and internal partners.
Strong analytical and problem-solving skills.
Ability to manage multiple issues at once and follow through to resolution.
Experience supporting field leadership or account teams.
Experience working with past due balances, customer payment issues, or billing processes.
Familiarity with billing, invoicing, or AR systems.
Experience in transportation, logistics, or a service based environment.
Prior exposure to cross functional process improvement work.
Values a diverse and inclusive work environment

Responsibilities

Support assigned customer portfolios within assigned Regions that have elevated past due balances or payment risk.
Conduct Monthly Business Reviews with office leadership to review financial scorecards.
Review customer payment performance to identify trends, issues, and drivers of past due exposure.
Partner with GMs and account teams to prioritize and address payment-related issues.
Work with Finance, Billing, Operations, Sales, and Technology teams to help resolve payment issues.
Escalate complex or recurring issues to the Director for broader support.
Help ensure fixes are documented and reduce repeat issues.
Identify billing, invoicing, process, data, or customer-specific issues that prevent payment.
Support the development and tracking of action plans for higher risk or higher dollar accounts.
Monitor progress and follow up to ensure issues move toward resolution.
Maintain accurate tracking of account issues, actions, and outcomes.
Contribute insights to reporting and score carding by highlighting drivers of past due balances.
Surface recurring themes or risks to support broader improvement efforts.
Identify opportunities to improve processes and reduce recurring payment issues.
Share learnings and best practices across accounts and teams.
Support implementation of improvements led by the Director.

Benefits

Three medical plans which include Prescription drug coverage
Enhanced Fertility benefits
Flexible Spending Accounts
Health Savings Account (including employer contribution)
Dental and Vision
Basic and Supplemental Life Insurance
Short-Term and Long-Term Disability
Paid observed holidays
2 paid floating holidays for U.S. hourly employees
Flexible Time Off (FTO) offered to U.S. salaried employees — no accruals and no caps.
Paid Time Off (PTO) offered to all other employees in the U.S. and Canada
Paid parental leave
Paid time off to volunteer in your community
Charitable Giving Match Program
401(k) with 6% company matching
Employee Stock Purchase Plan
Plus a broad range of career development, networking, and team-building opportunities