Director of Credit and Customer Success

DIRECTOR OF CREDIT & CUSTOMER SUCCESS
We are looking to hire an experienced Director with Accounting experience, and a strong background in Customer Service / Customer Experience. This role will manage and provide work guidance to the Credit, Cash Application, and Customer Success teams. In this role, the incumbent will ensure the credibility of the Accounts Receivable including managing non-margin reports, while bridging the gap between sales and customer support, expediting response times, and maintaining a “high-level view” of the support process. Additional credit functions including but not limited to research and analysis of credit risks and credit history on Key Accounts and International Business. The incumbent will also be responsible for all Vendor Packages as it relates to credit including terms and volume rebates.

WHAT THIS ROLE WILL DO:
The Director of Credit & Customer Success will be responsible for coaching team members, and helping implement new policies, improve processes, and provide viable solutions to support our company’s strategy for profitable growth, and build close long-term customer relationships that drive loyalty.

SPECIFIC JOB DUTIES INCLUDE:
• Monitoring team performance; providing staff with coaching and feedback.
• Overseeing the Accounts Receivable specifically the non-margin report and making recommendations to team members on collections and managing order release.
• Oversee and manage order release reports including credibility of orders submitted as it relates to credit release.
• Build and maintain customer loyalty and advocacy by delivering insights and strategic recommendations, throughout the customer lifecycle, and in alignment with business goals.
• Assist in resolving customer/order related inquiries or discrepancies by collaborating closely with the Customer Service and Sales Teams.
• Create reports for the Executive which include maintaining dating statistics, non-margin reports and performance, credit card analysis, bad debt management, bad debt reconciliation.
• Ensure General Ledger and Accounts Receivable Sub ledger in balance.
• Maintaining volume rebate contracts, issuing credits and or payments for rebates and reconciliation for those accounts. Ensuring accounts are current prior to issuing rebates.

Year-End Volume Rebate reconciliation including preparation of Accrued Volume Rebate Schedule.
• Bad Debt Allowance at Year-End.
• Responsible for Key Accounts (Including International Accounts) making collection calls on overdue accounts, reconciliation of account discrepancies, establishing credit limits and negotiating payment schedules.
• Continuous review of High-Risk Accounts and large receivables through Credit Risk Resources such as Retail Inc.
• Experience with Credit Card Management including Compliance.