WS - Credit and Collections Specialist

ABOUT THE JOB:

The Credit & Collections Specialist plays a key role in supporting the company’s working capital objectives by driving timely payment resolutions through proactive customer engagement and cross-functional collaboration. This role ensures positive customer experience while managing a portfolio of commercial accounts to reduce risk, improve cash flow, and strengthen long-term customer relationships.

WHAT YOU'LL BE DOING:

Customer Account Management 
Serve as the primary point of contact for a defined portfolio of commercial accounts, managing the full receivables lifecycle. Build and maintain strong customer relationships to ensure timely payments, understand account behaviors, and proactively address potential obstacles to resolution.

Issue Resolution & Cross-Functional Collaboration
Partner with Sales, Billing, Operations, and Credit to resolve complex issues including invoice disputes, contract misalignments, purchase order discrepancies, and tax-related questions. Escalate unresolved issues to leadership or Legal with clear documentation and thoughtful recommendations.

Risk Monitoring & Analysis
Monitor aging reports and customer payment trends to identify delinquencies or high-risk accounts. Investigate unapplied payments, short-pays, and other anomalies, and take corrective actions to mitigate financial risk.

System Documentation & Case Management
Maintain accurate, timely, and complete documentation of all customer interactions, payment commitments, and resolution outcomes within SAP and Salesforce to ensure transparency and traceability.

Performance Support & Process Improvement 
Contribute to department-wide goals and initiatives by participating in collections campaigns, supporting KPI achievement, and identifying opportunities for process improvement through root cause analysis and feedback loops.

Additional Duties and Functions as assigned

EDUCATION AND QUALIFICATIONS:

Required Skills and Abilities:
•    Strong interpersonal and communication skills with the ability to engage professionally with customers, internal teams, and leadership
•    Excellent problem-solving and analytical abilities; capable of investigating account issues and driving timely resolutions
•    Proficient in interpreting aging reports, account statements, and payment histories
•    High attention to detail and accuracy in documenting account activity and maintaining system records
•    Ability to manage multiple priorities in a fast-paced, deadline-driven environment
•    Proficient with Microsoft Excel and familiar with ERP and A/R systems such as SAP and Salesforce
•    Self-motivated with a strong sense of ownership and accountability
•    Collaborative mindset with the ability to work cross-functionally and contribute to team-wide goals

 Physical Requirements:
•    Prolonged periods sitting at a desk and working on a computer.
•    Must be able to lift up to 15 pounds occasionally (e.g., files, documents, small office equipment).
•    Ability to participate in virtual meetings and occasional in-person collaboration.
•    Work environment is primarily indoors in a climate-controlled office setting.
•    May require occasional travel (<5%) for team meetings, customer and or site visits.

Work Environment: 
This is an in office role; not hybrid. The role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets. Occasional in-person meetings or travel to branch locations may be required for collaboration, training, or performance reviews.