End User Collections Manager

Job description

At Rite-Hite, your work makes an impact. As the global leader in loading dock and door equipment, we design and deliver solutions that keep our customers safe, secure, and productive. Here, you’ll find innovation, stability, and the chance to grow your career as part of a team that’s always looking ahead. ESSENTIAL DUTIES AND RESPONSIBILITIES To perform this job successfully, an individual must be able to perform each essential duty satisfactorily: Review End User sales records for proper billing instructions, special conditions, and articulate to staff to ensure each sale is billed and collected in a timely and accurate manner. Support teams and work with the Continuous Improvement Team, as needed, in the development and maintenance of Standard Operating Procedures (SOPs) and automation opportunities for a repeatable end-to-end customer experience related to End User Non-Portal billing and collection. Coordinate and prepare customer billings and any supporting documents or spreadsheets in-compliance with sale requirements to maximize the change of ‘first time right’ collections. Lead the performance of ‘courtesy touches’ for significant invoices to ensure invoices are confirmed as satisfactorily received prior to the due date such that any identified issues can be resolved without waiting for past-due invoices. Manage the collection of outstanding invoices so that issues are identified and resolved in a timely manner or payment is received promptly and foster an environment where customers have an excellent end-to-end billing experience. Maintaining a clean and up-to-date Accounts Receivable aging is essential to fulfilling this job mandate. The candidate must be able to promptly and proactively identify customer billing issues, prioritize and resolve the issues, and ensure the accurate application of customer payments to corresponding invoices. Make collections calls to representatives and customers for the purpose of facilitating Rite-Hite's cash flow. Research and investigate problems preventing payment with emphasis on problem solution and ultimate collection of monies. Serve as primary management level contact for the End User team as related to the billings, dispute resolution and collections area. Review and propose amendments to documents for signature by Rite-Hite officers including waivers, change orders, liens, and other documents. Direct the filing of liens as necessary to protect Rite-Hite's interest. Work with the Continuous Improvement Team to develop, pursue and implement a series of continuous improvement initiatives that address systemic issues identified during the Billing & Collection processes, including acting as a subject matter expert and project sponsor as required. Coordinate assignment of accounts to outside agencies for additional collection efforts including possible legal actions. Coordinate with IT and technology teams to continuously search for more efficient and effective ways to use the current software programs to effectively manage the customer billings and collection of funds from customers. Manage a team of Biller / Collectors including responsibility for training of personnel, setting objectives, and tracking and evaluating individual and team performance. Assist Rite-Hite and the Accounting/Finance Department with ad hoc requests for support, analysis or information as required. Actively perform all end-to-end billing and collecting duties for an allocation of customer contracts in a timely manner. EDUCATION and/or EXPERIENCE Bachelors Degree in a related field preferred Three or more years of managing billing and collections teams Five or more years of billing and/or collecting experience KNOWLEDGE / SKILL REQUIREMENTS: The ideal candidate will demonstrate: Strong leadership and capabilities to lead a diverse team with varying degrees of experience (as well as remote individuals) Strong Excel skills, ability to work with a variety of software products Past experience managing a collections management platform (Esker, High Radius, FIS-Get Paid, etc.) a PLUS JD Edwards ERP system experience a PLUS Experience in process improvement initiatives (using Six Sigma Principles) Excellent organizational skills and great attention to detail Ability to manage multiple people and tasks while ensuring deadlines are met Ability to set targets, prioritize tasks and delegate to the most appropriate staff, as needed Ability to monitor, assess current metrics and create new metrics to track team performance Excellent capability to assess situations and determine a clear, optimal path to resolution Excellent communication skills, both written and verbal Strong team-player that will not only manage the team but also jump in, when needed, to do the work Ability to exemplify best practices while actively performing billing/collecting duties SUPERVISORY RESPONSIBILITIES: This role will supervise approximately eight biller/collectors within the End User Team. What We Offer At Rite-Hite, we take care of our people – because when you’re supported, you can do your best work. Our benefits are designed to support your health, your future and your life outside of work: Health & Well-being: Comprehensive medical, dental, and vision coverage, plus life and disability insurance. A robust well-being program with an opportunity to receive an extra day off and more. Financial Security: A strong retirement savings program with 401(k), company match, and profit sharing. Time for You: Paid holidays, vacation time, and personal/sick days each year. Join us and build a career where you’re supported – at work and beyond. Rite-Hite is proud to be an Equal Opportunity Employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic under federal, state, or local law. In accordance with VEVRAA, we are committed to providing equal employment opportunities for protected veterans. We are also committed to maintaining a drug-free workplace for the safety of our employees and customers.