Professional Customer Care Specialist

Location: Nashville, TN

About The Role

The Customer Care Improvement Specialist will manage all aspects of the Order-to-Cash process and Customer Order Management, supporting operational excellence and ensuring a high-quality customer experience. This role works closely with internal supply chain teams, external sales organizations, partners, and customers to proactively manage daily orders and drive continuous improvement in customer satisfaction. Additionally, the Specialist will assist the accounts receivable department with various tasks.

Responsibilities

• Prepare, post, verify, and record customer payments and transactions related to accounts receivable
• Create invoices according to company practices, submit invoices to customers, and post revenue
• Maintain and update customer files
• Prepare customer statements
• Research customer payment discrepancies and past-due amounts
• Resolve customer collection and payment issues
• Reconcile the accounts receivable ledger to ensure payments are accounted for and properly posted
• Coordinate with the Customer Service team when processing customer invoicing
• Generate reports and statements for internal use
• Demonstrate a commitment to communicating, improving, and adhering to health, safety, and environmental policies
• Promote a culture of safety and exhibit safe behaviors in all work environments

Requirements

• Bachelor's degree in a related discipline preferred or equivalent work experience
• Five (5) years of related experience, preferably in a supply chain and manufacturing environment
• Experience in the Commercial Building or Roofing Industry is a plus
• Analytical ability for problem-solving
• Customer/Account Management experience
• Adaptability to change; works well within a fast-paced, team-oriented environment
• Self-motivated with learning agility to support continuous improvement
• Ability to influence and guide customers to the best solutions
• Effectively manage multiple priorities
• Identify process gaps and inefficiencies, working with teams to improve efficiency
• Proficiency with work standards and understanding of the E2E (End-to-End) process
• Excel proficiency
• ERP System Experience (SAP preferred; JDE, Oracle, or similar accepted)
• Order-To-Cash (OTC; Order2Cash) experience
• Sales Force experience is a plus

Successful candidates must adhere to all safety protocols and proper use of approved Personal Protection Equipment (PPE), including respirators. Employees required to wear respirators must be clean-shaven where the respirator seal meets the face to pass fit tests.

Benefits

• Competitive salary
• Retirement Savings: 401(k) pre-tax and/or Roth after-tax savings
• Employee Stock Purchase Plan
• Medical, Dental, Disability, and Life Insurance
• Holistic Health & Well-being programs
• Health Savings Accounts (HSAs) & Flexible Spending Accounts (FSAs) for health and dependent care
• Vision and other Voluntary benefits and discounts
• Paid time off & paid holidays
• Paid Parental Leave (maternity & paternity)
• Educational Assistance Program
• Dress for your day