Customer Service & Collections Manager

Overview: As a Manager specialized in Invoicing, Collections, and Customer Service for a product supply company, you will play a crucial role in ensuring smooth financial operations and maintaining positive customer relationships. You will oversee the end-to-end process of invoicing, manage collections, and lead a team of customer service representatives to provide exceptional support to clients.

Responsibilities:

Invoicing Management:

• Develop and implement efficient invoicing procedures to ensure accuracy and timeliness.
• Generate invoices in accordance with contractual agreements and company policies.
• Coordinate with internal departments, such as sales and logistics, to obtain necessary information for invoicing.
• Regularly review and reconcile invoices to resolve discrepancies and minimize errors.

Collections:

• Design and execute strategies to optimize collections and reduce outstanding accounts receivable.
• Monitor payment statuses and follow up with customers to secure timely payments.
• Handle escalated collection issues and negotiate payment plans when necessary.
• Analyze aging reports and implement measures to minimize bad debt risks.

Customer Service Leadership:

• Lead and motivate a team of customer service representatives to deliver exceptional service.
• Establish service standards and ensure they are consistently met or exceeded.
• Provide guidance and training to staff on product knowledge, customer communication, and problem-solving techniques.
• Resolve complex customer inquiries or complaints in a timely and satisfactory manner.

Relationship Management:

• Cultivate strong relationships with key customers to enhance loyalty and satisfaction.
• Collaborate with sales teams to address customer needs and drive revenue growth.
• Act as a point of contact for customer escalations and maintain a proactive approach to issue resolution.

Reporting and Analysis:

• Prepare regular reports on invoicing, collections, and customer service performance metrics.
• Analyze data to identify trends, areas for improvement, and opportunities for efficiency gains.
• Provide insights and recommendations to senior management for decision-making purposes.

Requirements:

• Bachelor's degree in Business Administration, Finance, or a related field (preferred).
• Proven experience (3- 5 years) in a managerial role overseeing invoicing, collections, and/or customer service operations.
• Strong understanding of accounting principles and financial processes.
• Excellent communication and interpersonal skills, with the ability to build rapport with customers and team members.
• Demonstrated leadership capabilities, including coaching, mentoring, and performance management.
• Proficiency in relevant software applications, such as accounting software, CRM systems, and Microsoft Office suite.
• Analytical mindset with the ability to interpret data and drive strategic initiatives.
• Attention to detail and a commitment to delivering high-quality results under tight deadlines.