Customer Service Supervisor

Company: PerfectVision
Location: Little Rock
Posted on: May 28, 2023

Job Description:

POSITION SUMMARYSupervise the daily activities of all employees within the Account Services department and manages specific quality, performance, and production goals within departmental guidelines, policies, and procedures. Assist in the implementation and training of new strategies, processes, and procedures necessary to meet established goals to provide excellent customer service while reconciling past due accounts. This position requires a high school diploma or its equivalent, 2-4 years of related experience in account management, collections or accounts receivables, and 2-4 years of experience in a supervisory capacity.ESSENTIAL FUNCTIONSReasonable Accommodations StatementTo perform this job successfully, an individual must be able to perform each essential function and basic duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions and basic duties.Essential Functions Statement(s)Supervise day-to-day activities and leadership of the team to ensure smooth work flow and to achieve predetermined goals.Reconcile employee time, monitor non-exempt employee time cards to ensure accuracy, and track attendance.Assist in process improvements, implementation and documentation with the goal to improve processes and procedures in collecting and account management techniques.Make recommendations to implement processes to improve effectiveness and results.Negotiate solutions and act as a liaison between team members and management. Identify and analyze escalated problems and provide guidance to team members for resolution. Provide customer service to assist dealers with account issues or direct dealer to the appropriate department to address specific issues outside the realm of this position.Monitor and evaluate the performance of the Account Services team to ensure consistency, accuracy and timeliness of account management, collections methods, return authorizations, and buy down program assistance.Monitor sales orders on hold and account status trends to observe sales order volume, set performance goals for each team member, identify areas of coaching, and assist with resolution as needed.Enforce Perfect 10 and Account Services policies, initiatives, and objectives. Perform various Human Resource activities such as analyzing department staffing needs, interviewing candidates to make recommendations for hiring, and conduct counseling meetings as needed.Provide feedback to management concerning possible problems or areas of improvement.Compile information about customer's business, analyze data collected and determine net term request such as increases or decreases in credit terms and approval or denial of net-term payment options.Ensure on-going training and coaching on customer service , accounts receivable, collection and account management techniques such as, trend reporting, aged receivables, unapplied cash, Excel training, and payment plan negotiations. Maintain positive reinforcement and encouragement throughout the department.Identify, research, and monitor top overdue accounts. Monitor trends by pulling weekly, monthly and quarterly reports to track receivables and aged receivables on specific accounts.Perform Account Representative duties such as contact dealers of delinquent accounts by telephone or mail to solicit payment in a professional and courteous manner. Negotiate net terms and repayment plans when necessary. Evaluate account history and advise customers of necessary actions and strategies for debt repayment.Exercise judgment to determine if an account should be placed on hold or an account can continue to order product.Develop and maintain positive working relationships with other team members throughout the organization.Regular and prompt attendance at work is a requirement of this position.POSITION QUALIFICATIONSEducationHigh School Graduate or General Education Degree (GED)Associates degree in an accounting or business related field or equivalent work experience required.ExperienceTwo to four years experience in a supervisory capacity, preferably in a customer service environment managing multiple non-exempt level employees; andTwo to four years related experience in an account management role in collections or account receivables preferred. Previous knowledge of collection policies, procedures, and regulations in business to business relationships helpful.Computer SkillsComputer literate in a Microsoft Windows environment.Microsoft Outlook-Intermediate level. Must have the ability to perform functions such as composing, sending, forwarding and replying to messages, attaching computerized files, utilizing calendar and task reminders, viewing several calendars, sharing calendars, creating and sending meeting requests, and creating contact lists.Microsoft Excel - Intermediate level. Must have the ability to perform functions such as creating a spreadsheet, formatting a spreadsheet, using the formula bar to perform various functions, importing/exporting documents, and calculating numbers.Microsoft Word - Intermediate level. Must have the ability to perform functions such as changing margin settings, page orientation, and paper size, insert headers, footers and non-text objects.Internet Explorer or other web browsers - Basic level. Must have the ability to perform functions such as navigating through websites via hyperlinks and searching websites using various search engines and boomerang searches. Accurate 10-Key by touch, alphanumeric.Accurate typing skills, approximately 30 words per minute.General knowledge of how to use a calculator, scanner, copy machine, fax machine, printer, telephone and various standard office equipment.Working experience using Microsoft Dynamics AX Software is a plus.Other RequirementsProficient in intermediate mathematical skills such as adding, subtracting, dividing, multiplying, and calculation of fractions, percentages, ratio, and measurements.Primary language used to perform this job is English. Bilingual in Spanish and/or French a plus.PDN-99172835-da3b-4e67-94ee-39bccc86ce89

Keywords: PerfectVision, Little Rock , Customer Service Supervisor, Hospitality & Tourism , Little Rock, Arkansas