POSITION SUMMARY:   

The Collections Specialist is responsible for executing collection activities to reduce aged receivables and support cash flow goals. This role involves direct customer contact via email, monitoring overdue accounts, escalating unresolved issues, and maintaining detailed records of collection efforts. The role supports the company’s working capital initiatives while ensuring a positive customer experience. 

PRIMARY RESPONSIBILITIES/ACCOUNTABILITIES OF THE JOB: 

• Perform daily collections activities on assigned portfolio of customer accounts across business units or geographies, including ensuring invoices sent EDI were received 

• Send invoices as required for accounts not receiving via EDI.    

• Triage order release issues.   

• Request pro-forma invoices and send to Cash in Advance customers. 

• Contact customers via email to follow up on outstanding payments and resolve billing issues. 

• Maintain documentation of customer interactions and follow-up actions. 

• Investigate and resolve short payments, disputes, and unapplied payments by coordinating with internal teams such as cash application, sales, and deductions. 

• Escalate unresolved issues appropriately to manager. 

• Track and monitor payment commitments and ensure timely follow-up. 

• Participate in customer account reviews and provide input on collection risk or trends. 

• Adhere to standard operating procedures and internal control requirements. 

SUPERVISORY RESPONSIBILITIES: 

Direct: n/a  

Indirect: n/a 

BUDGETARY RESPONSIBILITIES:   

• No direct budget ownership. 

• Indirect impact on working capital and Days Sales Outstanding (DSO) through effective collections performance. 

DECISION MAKING:   

• Independently determine when to escalate delinquent accounts based on aging thresholds or customer risk profile. 

• Make judgment calls regarding appropriate timing and frequency of follow-up actions for each customer. 

• Recommend accounts for credit hold or external collections based on defined criteria.  

RESOURCEFULNESS/CREATIVITY:   

• Ability to navigate multiple systems (e.g., ERP, customer portals, collection tools) to extract information and identify discrepancies. 

• Proactively investigate account issues with limited available documentation. 

• Maintain professionalism and persistence in difficult collections correspondence. 

• Adapt communication style based on customer behavior and payment history. 

ENVIRONMENT:  

• Hybrid work model. 

• Flexibility to work outside standard hours periodically to support global counterparts.  

QUALIFICATIONS & EXPERIENCE: 

Experience: 2–5 years of experience in collections or accounts receivable. 

Familiarity with ERP systems such as SAP, Oracle, or equivalent.