POSITION SUMMARY: Establish and maintain positive, interactive business relationships with large Corporate Commercial customers, PODS Corporate internal departments, Corporate and Franchise markets. Provide exemplary service to all current and potential large Corporate Commercial customers regarding establishments of accounts including credit lines and payment terms,account billing, reconciliation and the timely receipt of payments on account. Be responsible for analyzing detailed account billing and payment activity, providing courteous and prompt problem solving assistance, update and maintain detailed customer records with the goal of keeping account balances current. Able to process PODS Franchise billings on a monthly basis. Set up and monitor high profile Commercial customer accounts. Interact with PODS Sales and Marketing Teams to support growth of Commercial business and revenue routinely and creatively as business evolves.Facilitate communication among Corporate and Franchise location staff for the benefit of the Commercial customers and PODS. ESSENTIAL FUNCTIONS:
- Ability to quickly assess and identify root causes and proceed with appropriate actions to resolve matters at hand.
- Comfortable speaking to customers' accounts payable representatives to request payment for past due balances and scheduling payments on account
- Manage assigned account portfolio within established Key Performance Indicator Goals.
- Ability to de-escalate a situation and offer solution to both customers and/or Franchise partners.
- Ability to take ownership and prioritize escalated situations to ensure situation is cared for in a timely, professional and courteous manner.
- Maintain and fulfill follow up commitments during resolution process through completion.
- Communicate directly with customers regarding routine and escalated issues immediately upon receipt in an attempt to resolve.
- Ensure lines of communication are kept open and continue efforts with all parties involved until matter is resolved.
- Create and resolve Incident Reports to ensure accuracy, thorough documentation and appropriate action is taken to resolve.
- Ensure all documents received are scanned upon receipt to applicable account and/or Incident Report for reference.
- Provide feedback/trends on escalated issues in an attempt to minimize any negative impact on Brand or Customer Experience.
- Communicate directly with Franchise and Corporate location staff to ensure a seamless transition for customers.
- Ability to multi-task main stream department functions and test new campaigns as presented.
- Work closely with Franchise locations, Sales & Service Center, Office of the Executives, Accounts Receivable Dept. as well as any other internal departments.
- Ability to run and review reports, maintain departmental spreadsheets for tracking purposes.
- Communicate and follow up on website contacts in timely manner.
- Ability to interpret, navigate PODS proprietary systems and be in full understanding to explain all billing/payment related questions.
- Maintain self-discipline to update all systems' and spreadsheet notes relative to each customer interaction in sufficient detail to be easily understood by others unfamiliar with the account.
- Interact with Sales and Marketing teams for creation of customer billing, review and joint approval of invoicing and collecting balances.
COMPETENCIES:
- Collaboration: Develops positive working relationships that emphasize team accomplishment in conjunction with individual contribution.
- Judgment: Initiates action only after evaluating the consequences of the action and determining that the benefits are likely to outweigh the costs.
- Operational Excellence: Manages business priorities and resources to ensure the efficient, timely, and cost effective achievement of business results.
- Respect for People: Builds trust-based relationships with people by treating them with dignity, respect, and fairness, while valuing their diversity in background and views.
- Results Orientation: Establishes high performance standards for self and others and assumes personal ownership and accountability for achieving business results.
- Strategic Reasoning: Creates and communicates a long-term vision, balances short and long term goals, keeps own and team's work aligned with overall goals, understands the market and can predict change, understands the industry and the competition, creates and adjusts the strategic plans.
- Strategic Self-Awareness: Recognizes own strengths and weaknesses and uses that information to guide personal growth and development.
- Tactical Problem Solving: Synthesizes available data and facts into plausible courses of action that will result in the resolution of identified problems.
- Talent Development: Pursues a personal course of development related to business acumen and uses that knowledge to hire, coach and develop the performance of others.
- Tenacity: Pursues the resolution of business challenges with urgency and determination to achieve positive outcomes.
SUPERVISION RECEIVED/EXERCISED: Perform duties under general direction of the AR National Account Senior Manager and the AR National Account Supervisor. SCOPE OF DECISIONS: Ability to make sound decisions in a manner consistent with the essential job functions. KNOWLEDGE, SKILLS & ABILITIES REQUIRED: Education and/or Experience
- High School Diploma or equivalent. Associate degree preferred
- Minimum two year experience working in an Accounts Receivable related environment
- Minimum 6 months experience working in customer service related environment preferred.
Math and Language Skills
- General knowledge of basic math skills, ability to calculate percentages
- Excellent written/verbal/interpersonal communication skills sufficient to communicate and interact effectively with customers and co-workers
- Excellent command of the English language, good use of grammar skills.
PC Skills
- Typing skills and PC proficiency with knowledge of computer applications including Microsoft Word, Excel and Outlook, Adobe, sufficient to create documents, spreadsheets and communicate via email
- Knowledge of and ability to use PODS proprietary software, or willingness to learn in a timely manner
Physical Abilities
- Ability to sit at a desk and use a computer for up to 8 hours a day; ability to use hands and fingers to type on a keyboard and use a mouse to navigate. Vision sufficient to view small details on a monitor
- Ability to stand and walk up to 8 hours a day; stoop, bend and lift boxes weighing up to 35 lbs
- Ability to hear and to verbally communicate using a telephone handset and/or connected headset device
Other
- Exceptionally strong analytical, organizational and time management skills
- Ability to take initiative, work independently as well as within a teamwork environment
- Ability to maintain integrity and a positive and respectful demeanor within a professional environment with coworkers, management and customers
- Ability to maintain strict confidentiality
- Ability to maintain a dedication to teamwork
- Ability to complete the job in a timely manner
- Ability to maintain a positive and respectful demeanor with customers, co-workers and management at all times
- Ability to pass a pre-employment background screening and drug test, and random drug testing in compliance with company policy
WORKING CONDITIONS: Climate controlled office environment during normal business hours. May be subjected to inclement seasonal weather conditions if position calls for working in a warehouse or factory environment, or traveling to/from various locations.