Field Account Representative

About the role

The purpose of this classification is to perform work functions associated with locating, notifying, and securing payments from customers with delinquent accounts. The person in this classification will also perform work functions associated with delivery and warehouse activities such as load/unload trucks and drive delivery truck to deliver merchandise to customers’ home or business.

Responsibilities

• Confers with customers by telephone attempting to determine reason for overdue payment, reviewing terms of sales, service, or credit contract with customer in an attempt to gain payment
• Documents all correspondence and attempted correspondence with customers concerning accounts
• Receives payments and posts amount paid to customer’s account
• Travels to customers’ homes as required to collect on late payments; assists with repossessions of merchandise, if necessary, upon approval of the Store Manager
• Prepares paperwork prior to legal action to be initiated against severely late-paying customers
• Logs details of work activities on a daily, weekly, and monthly basis
• Operates a personal computer, printer, calculator, copier machines, telephone, or other equipment as necessary to complete essential functions, to include the use of word processing, spreadsheet, database, or other system software
• Ensures safe operations of vehicles by assisting delivery truck drivers with directing trucks into unloading areas
• Loads truck in preparation for daily deliveries; unloads merchandise at customer location and sets up as necessary
• Loads pick-ups as needed and obtains customer signature on receipt for pickup
• Obtains customer signature on receipt for pickup or delivery
• Records deliveries on delivery record and submits to appropriate management
• Monitors proper maintenance of and regular inspection of vehicles for adherence to safety practices; performs general maintenance of vehicles; records fuel/fluid usage and submits to management
• Unloads merchandise from warehouse and freight trucks
• Places stock on shelves or racks and sets up merchandise and sales promotion displays
• Assembles merchandise as required
• Assists with repossessions of goods
• Performs general maintenance and grounds keeping duties for warehouse and/or store
• Performs customer service inspections and/or repairs as needed
• Follows and adheres to Delivery Standards, Customer Service Counter Standards and Telephone Standards
• Upholds and promotes H.O.M.E. values: Helping others, developing Ordinary people to do extraordinary things, being a Motivated owner that cares, and Ensuring that excellence is a habit personally and for those entrusted to them to lead
• Assists in other store departments as required
• Performs other related duties as required

Requirements

• High School Diploma or GED
• Six (6) months experience in a distribution or warehouse environment
• Six months experience in payment collections or general office procedures
• Or any combination of training, experience and education which provides the required knowledge, skills, and abilities for this position
• Must possess and maintain a valid State Driver’s License

Skills

• Data Utilization: Ability to review, categorize, prioritize, and/or analyze data; exercising discretion in determining data classification and referencing analysis to established standards
• Human Interaction: Ability to provide guidance, assistance, and/or interpretation to others regarding the application of procedures and standards to specific situations
• Equipment, Machinery, Tools, and Materials Utilization: Ability to operate, maneuver and/or control the actions of equipment, machinery, tools, and/or materials used in performing essential functions
• Verbal Aptitude: Ability to utilize a wide variety of reference and/or descriptive data and information
• Mathematical Aptitude: Ability to perform addition, subtraction, multiplication, and division; may require ability to calculate decimals and utilize principles of fractions
• Functional Reasoning: Ability to carry out instructions furnished in written, oral, or diagrammatic form; involves semi-routine standardized work with some latitude for independent judgment concerning choices of action
• Situational Reasoning: Ability to exercise judgment, decisiveness and creativity in situations involving the evaluation of information against measurable or verifiable criteria

Physical Requirements

• Physical Ability: Tasks require the ability to exert heavy physical effort, regularly involving some combination of climbing and balancing, stooping, kneeling, crouching and/or crawling and which may involve some lifting, carrying, pushing and/or pulling of objects and materials of moderately heavy weight (up to 100 pounds) and occasionally involving handling heavier objects (in excess of 100 pounds)
• Sensory Requirements: Some tasks require the ability to perceive and discriminate colors or shades of colors, sounds, depth, and visual cues or signals; some tasks require the ability to communicate orally
• Environmental Factors: Performance of essential functions may require exposure to adverse environmental conditions, such as dirt, dust, temperature extremes, electric currents or toxic agents/chemicals