SCOPE

The Customer Accounts Manager is responsible for the supervision of Customer Accounts staff to perform functional job tasks of the department.  Manages staff to release orders, collection of past due and review of customer credit limits and credit applications. The Customer Accounts Manager is a hands-on position within a call center environment focused on excellence in customer service.

 

ACCOUNTABILITIES

Directs the daily work of two or more full-time employees or their equivalent

Make suggestions and recommendations for these employees regarding performance and change of status, including transfer, advancement, termination, and hiring

Provides Customer Account Coordinators with clear expectations, detailed guidance, support, training and leadership tools. Acts as team player/leader with strong communication and leadership abilities

Monitors training and performance evaluation of Customer Accounts Staff

Fully understands and evaluates department and company processes and procedures and continually offers suggestion for process improvement.

Spends majority of the time on the Customer Accounts floor with the Customer Account team coaching and developing staff; holding them to a high standard of customer service

Supports and participates in company total quality process. Detailed and thorough in work habits with multi-tasking ability to make independent judgments

Represents the company in a professional manner. Develops and maintains a productive work team by hiring qualified personnel. Interacts effectively with individuals and groups inside and outside the organization.

Ability to be extremely confidential and trustworthy with the highest level of ethics and integrity

Supervisory Responsibilities

Supervises Customer Accounts Coordinators, Customer Account Reps and other Customer Accounts staff members.

 

QUALIFICATIONS

 

EDUCATION & EXPERIENCE

BS in Accounting or Business related discipline is preferred or equivalent work related field

Three to five years of successful Credit/Collection management experience. Experience in ACD call routing environment.

 

SKILLS & CERTIFICATIONS

•             Detailed and thorough in work assignment and execution

•             Exhibits strong analytical, problem solving, negotiation, organizational and teaching skills

•             Advanced PC skillset in a Microsoft Windows environment, proficient with internet, e-mail, Microsoft Word, Excel, Outlook, Power point, other software and mainframe data access applications

•             Ability to read, analyze and interpret financial statements on Domestic & International Strategic Customers

•             Excellent verbal and non-verbal communication and telephone etiquette.  Able to communicate with staff, peers, customers, and management

•             Has acceptable driving record and can provide current, valid driver’s license and current proof of insurance

 

This is a summary of the primary accountabilities and requirements for this position. The company reserves the right to modify or amend accountabilities and requirements at any time at its sole discretion based on business needs. Any part of this job description is subject to possible modification to reasonably accommodate individuals with disabilities.

Category:Finance/Accounting

Equal Opportunity Employer, including disability and veterans.