Credit & Collection Supervisor

About the role

This role supports the Credit & Collections Manager in executing credit review, risk reduction, and collections processes across the North American region, which currently includes a customer base in the USA, Canada, and Mexico. The Supervisor is responsible for guiding a team of Credit & Collections Analysts through daily account management, collections activity, and claims processing - while serving as a key member of the broader customer management team. He/She/They work(s) closely with Sales, Customer Service, and Operations to build positive, lasting relationships with our customer base through responsive and exceptional service.

Responsibilities

• Evaluate the creditworthiness of new and existing customers for review and approval by management
• Proactively manage potential credit issues, including customer non-payment and order holds, identifying risk trends and communicating findings with recommended action
• Identify and resolve discrepancies with customer accounts, including reconciling major customer accounts with large volume of transactional data
• Support the Credit and Collections Manager with financial reports and audit requests where accuracy and timeliness are key
• Initiate AI driven process improvement projects to increase workflow efficiency and support the team with adoption of new AI tools in a rapidly changing technologic environment
• Aid the Credit & Collections Manager in hiring, onboarding, and developing team members; directly supervise Credit & Collections Analysts, providing day-to-day guidance on account management, collections procedures, and claims processing to ensure tasks are completed accurately and escalations are flagged in a timely manner
• Manage upward to ensure expectations are clearly defined, deliverable deadlines are agreed upon, and commitments are met
• Aid in continuously improving Credit and Collections procedures and controls, contributing to departmental goals and process efficiency
• Liaise with multiple functions of the business - including Sales, Customer Service, and Operations - to ensure customer orders are managed and released within established credit limits
• Build and maintain positive relationships with customers across the North American region, serving as a responsive and professional point of contact for account-related inquiries

Requirements

• Bachelor's degree (BA/BS) required
• Minimum 5 years of Credit & Collections experience, including at least 2 years in a supervisory role
• Demonstrated experience managing customer claims across multiple claim types - promotional allowances, contractual deductions, returns, and pricing disputes
• Advanced Microsoft Excel proficiency, including XLOOKUPs, pivot tables, and add-ins
• Experience with Microsoft Dynamics 365 (D365) ERP system preferred
• Working knowledge of or demonstrated interest in AI and automation tools preferred

Qualifications

• Strong analytical skills with the ability to gather, normalize, and interpret complex financial data
• Detail-oriented with a consistent track record of accuracy in a high-volume environment
• Pioneered ability to identify process gaps and proactively drive improvements to internal controls and workflows
• Excellent written and verbal communication skills
• Ability to tailor financial information and reporting to audiences with varying levels of financial literacy
• Proven ability to build and maintain relationships with internal and external stakeholders
• Able to influence and collaborate effectively across departments without direct authority

Skills

• Leadership & Work Style
• Self-directed and capable of identifying and executing critical tasks independently, with appropriate urgency
• Comfortable managing shifting priorities in a fast-paced, minimally supervised environment
• Collaborative team player with a proactive, solutions-focused approach and a willingness to contribute where needed