Customer Excellence & Accounts Receivable Specialist

About the role

This hybrid role combines customer service excellence with accounts receivable management and collections. The ideal candidate will serve as a key customer contact while partnering with Accounting, Billing, Sales, and Operations to ensure outstanding customer experience and timely payment of outstanding invoices. The position is approximately 50% focused on customer account management, order support, and customer experience, and 50% focused on collections, dispute resolution, and accounts receivable recovery. The successful candidate will be a proactive problem-solver who can build strong customer relationships, identify opportunities for process improvement, and effectively manage collections activities while maintaining a customer-first approach.

Responsibilities

Customer Excellence (50%)

• Develop and maintain a customer-focused experience that delivers a high level of service while ensuring compliance with company policies and procedures.
• Serve as a primary point of contact for customers through phone and email communication.
• Manage customer inquiries related to orders, pricing, delivery schedules, product availability, and service concerns.
• Support new and existing customer relationships by providing timely and professional responses.
• Execute customer opportunities effectively, mitigate business risks, and incorporate lessons learned to improve customer experiences.
• Actively gather and communicate Voice of the Customer (VOC) feedback to improve processes and strengthen customer relationships.
• Collaborate with Sales, Operations, Supply Chain, Engineering, and other business functions to ensure seamless customer experience.
• Support outside sales representatives by assisting with customer inquiries, quote follow-up, order management, and account support.
• Track and report on key customer service metrics and identify opportunities for continuous improvement.

Accounts Receivable & Collections (50%)

• Monitor open customer and supplier orders and provide status updates to internal stakeholders.
• Oversee and administer Accounts Payable systems and act as an escalation point for Genpact.
• Communicate with customers regarding past-due balances and investigate payment delays, billing discrepancies, deduction claims, disputes, and other account-related issues to drive timely resolution.
• Partner with Accounting, Billing, Sales, and management teams to reconcile accounts, resolve outstanding issues, support credit hold reviews, and develop strategies for high-risk accounts.
• Support customer excellence activities by processing Return Material Authorization (RMA) requests, coordinating return approvals, and assisting with the resolution of return-related inquiries and transactions.

Skills & Qualifications

• Minimum of 3–5 years of experience in customer service, accounts receivable, collections, inside sales, or related business functions.
• Experience working in a B2B manufacturing, industrial, or distribution environment.
• Strong verbal and written communication skills with the ability to interact professionally at all levels of customer and internal organizations.
• Strong negotiation, conflict resolution, and relationship-building skills.
• Excellent analytical and problem-solving abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Office applications, particularly Excel, Outlook, and Word.
• Experience working with ERP systems and customer account management tools.
• Strong attention to detail and ability to work independently.

Education

High school diploma or associate’s degree in business, or related field, or the equivalent post-high school education is desired.

Physical Demands

The characteristics listed below are representative of the physical demands required by an individual to successfully perform the essential duties of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential duties.

• While performing the duties of this job, the employee is regularly required to stand, walk, and sit; use hands and fingers to handle paperwork, boxes, files, cabinets, or feel; and reach with hands and arms.
• The employee is frequently required to talk and/or hear.
• Specific vision abilities required by this job include close vision, color vision, depth perception, and ability to adjust focus.

Work Environment

The characteristics listed below are representative of the work environment typically encountered by an individual while performing the essential duties of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential duties.

While performing the duties of this job, the employee has exposure to a normal office environment.