Customer Support Admin

Roles & Responsibilities

*Have to be able to handle large volumes - 50 min. accounts / 3 million spend.
*Want to see candidates with long term staying power, no short term assignments
*Excel skills - Vlookup, Pivot tables
*Analytical skills, problem solving skills, reconciliation skills and collection skills
*Bachelors preferred but not required

Experience: 3+ years in business collections or account reconciliation, preferably in a manufacturing environment.

We are heavy on customer support, analytical thinking and good verbal and written skills to communicate complex issues. Must have some collections exp., good with Excel, reconciliation/problem solving skills and local to San Diego area.

I. Essential Functions
Primary responsibility for monitoring accounts receivable balances; perform collection functions on assigned accounts; resolve customer issues related to non-payment; conduct payment negotiation, & reconcile accounts as needed to determine action needed. Escalates accounts as necessary. Works closely with Contracts, Credit, Billing, Database, Asset Management, Reconciliation team, and Accounts Receivable areas to identify and resolve issues affecting timely account payment.

Other key job functions to include the following; maintain our culture with a positive team environment. Assist in other areas as directed by Supervisor.

II. Specific Duties, Activities, and Responsibilities
A. Collection Activities

Collect customer payments in accordance with payment due dates, communicate with customers in a positive and friendly manner, identify issues attributing to account delinquency, work closely with Asset Management Team, and other teams as needed, maintain appropriate documentation of issues in the SharePoint/SAP notes system, perform reconciliations as necessary to resolve issues affecting timely payment, negotiate payment plans on delinquent accounts, review and monitor assigned accounts and all applicable collections reports, provide timely follow up on payment arrangements, maintain required level of documentation on collection efforts, escalate delinquent accounts as per the escalation protocol, complete all reports on delinquent accounts by the established deadlines, and other duties as determined by management.

Specific Daily Activities
• Monitor and follow up on the status of Term Begin Date Adjustments, Return Material Authorizations, Cancelled Sales Orders, and Reverse Billing Not Live Items.
• Create and send manual invoice(s) electronically or overnight mail following our Sarbanes-Oxley Act protocol
• Research Operational issues with field personnel
• Monitor accounts in the Escalation Protocol for payment or credit risk
• Work with Database/Asset Management/Reconciliation team, etc, to correct entry errors and correct invoice(s) accordingly
• Manage Accounts Receivable balances: pursue payment on past due invoices, contact customers via phone calls, emails and send letters as needed, escalate accounts for non payment, notify management as necessary, engage other Becton Dickinson (BD) teams as needed to resolve outstanding issues
• Provide customer service to customers seeking information on their invoices/accounts receivable balances.

B. General Responsibilities
Work with other departments to ensure process and policy consistency and effectiveness among areas, proactively seek ways to improve the accuracy and efficiency of Pyxis processes, maintain a general knowledge of all Pyxis products, and perform other duties as requested.

C. Professionalism
Maintain a consistent work schedule in order to establish reliability with co-workers and customers, eliminate negativity by discouraging dissension and complaints directed at other employees/departments, focus constructive criticism where necessary through proper channels, set a positive example for co-workers and other employees by maintaining a positive attitude and professional demeanor at all times.

III. POSITION REQUIREMENTS
Reports to: Portfolio Manager
Education:

BA, BS or equivalent with business (preferred), accounting, or finance emphasis a plus
Experience: 3+ years in collections or account reconciliation (preferred), preferably in a manufacturing environment

Experience Required

III. POSITION REQUIREMENTS
Reports to: Portfolio Manager
Education
Experience: 3+ years in collections or account reconciliation (preferred), preferably in a manufacturing environment

Skills & Certifications

Knowledge / Skills:

Strong interpersonal skills, tact, persistence, analytical & critical thinking skills, patience, strong customer service orientation, reconciliation skills, excellent follow through; strong verbal and written skills; working knowledge of spreadsheets (Excel) and word processing, familiarity with computerized accounting / accounts receivable systems, & Excel
Physical / Mental: Manage changing priorities and multiple responsibilities, work extended hours, make decisions under pressure, work effectively in a team environment.
Work Environment: Professional office environment with heavy customer as well as internal demands. Hectic active workday with constantly shifting priorities. Open team environment. Very limited travel.

Eligibilities & qualifications

Education:

BA, BS or equivalent with business (preferred), accounting, or finance emphasis a plus
Experience: 3+ years in collections or account reconciliation (preferred), preferably in a manufacturing environment