The role will manage day-to-day collection activities for group of Key Accounts(Customers) that are included in the monthly/quarterly Focus Top Past Due Report, through timely submission of Statement of Accounts and Invoices (system or manual), proactive in providing customer requirements for supporting documentation to process payment, knowledgeable of future and existing orders of the customers and ensure prompt resolution of disputes through coordination with the disputes team, sales reps and/or other various internal department, including the customer, while adhering to Vertiv collection policy. Also, he/she is expected to participate and initiate process improvement projects to prevent recurring issues and address customer's reasons for delay in processing payment to Vertiv.
JOB RESPONSIBILITIES:
- Daily monitor the customer accounts in your assigned portfolio to identify invoices that are overdue, and coming due invoices, and reach out to customers to ask them about these invoices.
- Timely and accurately submit all customerspecific documentation requirements to secure payment.
- Take proactive actions to encourage timely customer payments by sending statements to customers and developing a professional relationship with the customer's AP team.
- Timely research all disputes/short payments/ credits brought to your attention by the cash application team or by the customer.
- Timely act upon the resolution of identified customer disputes by either reaching out to
- order management, sales reps or tax team.
- Timely escalate the resolution of identified customer disputes for which you have not achieved traction, by following up with the senior collector or leadership.
- Daily update each account/invoice status and collection efforts in the collection tool.
- Work cooperatively with cash application team to resolve/properly apply any unapplied cash.
- Participate in ad hoc projects and prepare adhoc reporting and analysis as required.
- Identifies customer (internal/external) & stakeholders needs through communication and probing.
- Create solutions to customer & stakeholder problems or issues. Provide sound recommendations to their queries.
- Assists customers & stakeholders in handling, servicing, follow-up, communication, and closure of issues, which could include collaboration and coordination with another department/team.
- Participates/Facilitates team meetings, Huddles and information cascades.
- Lead/Participate in any process improvement projects, which include retraining of collectors in collection policies, processes and business tools.
JOB QUALIFICATIONS:
- University studies
- 1-2 years Customer Service and 2-3 years BtoB Collections/Accounts Receivable experience.
- Effective communication and interpersonal skills.
- Must be assertive and confident.
- Must have positive attitude and focus on customer-service.
- Highly organized, detail-oriented, committed to deliver results, meeting multiple deadlines, and able to work under pressure
- Must have previously worked in AR or B2B Collections handling his/her own set of accounts (portfolios) with some key or specialist accounts
- Manage own portfolio of accounts, while assisting others particularly the new hires
- Proven proficiency in use of MS Office Software - Word, Excel, PowerPoint
- Willingness and ability to learn company's ERP system; prior experience with Oracle, SAP and GetPaid a plus.
- Ability to set priorities/initiatives to complete daily work.
- Ability to handle large volume of email communications and phone calls
- Highly analytical and excellent problem-solving skills.
