Customer Support Admin

Essential Functions

Primary responsibility for monitoring accounts receivable balances; perform collection functions on assigned accounts; resolve customer issues related to non-payment; conduct payment negotiation, & reconcile accounts as needed to determine action needed. Escalates accounts as necessary. Works closely with Contracts, Credit, Billing, Database, Asset Management, Reconciliation team, and Accounts Receivable areas to identify and resolve issues affecting timely account payment.

Specific Duties, Activities, and Responsibilities

• A. Collection Activities
• Collect customer payments in accordance with payment due dates, communicate with customers in a positive and friendly manner, identify issues attributing to account delinquency, work closely with Asset Management Team, and other teams as needed, maintain appropriate documentation of issues in the SharePoint/SAP notes system, perform reconciliations as necessary to resolve issues affecting timely payment, negotiate payment plans on delinquent accounts, review and monitor assigned accounts and all applicable collections reports, provide timely follow up on payment arrangements, maintain required level of documentation on collection efforts, escalate delinquent accounts as per the escalation protocol, complete all reports on delinquent accounts by the established deadlines, and other duties as determined by management.
• B. General Responsibilities
• Work with other departments to ensure process and policy consistency and effectiveness among areas, proactively seek ways to improve the accuracy and efficiency of Pyxis processes, maintain a general knowledge of all Pyxis products, and perform other duties as requested.
• C. Professionalism
• Maintain a consistent work schedule in order to establish reliability with co-workers and customers, eliminate negativity by discouraging dissension and complaints directed at other employees/departments, focus constructive criticism where necessary through proper channels, set a positive example for co-workers and other employees by maintaining a positive attitude and professional demeanor at all times.

POSITION REQUIREMENTS

• Reports to: Portfolio Manager
• Education: BA, BS or equivalent with business (preferred), accounting, or finance emphasis a plus
• Experience: 3+ years in collections or account reconciliation (preferred), preferably in a manufacturing environment.
• Knowledge / Skills:
• Strong interpersonal skills, tact, persistence, analytical & critical thinking skills, patience, strong customer service orientation, reconciliation skills, excellent follow through; strong verbal and written skills; working knowledge of spreadsheets (Excel) and word processing, familiarity with computerized accounting / accounts receivable systems, & Excel
• Physical / Mental: Manage changing priorities and multiple responsibilities, work extended hours, make decisions under pressure, work effectively in a team environment.
• Work Environment: Professional office environment with heavy customer as well as internal demands. Hectic active workday with constantly shifting priorities. Open team environment. Very limited travel.