Customer Support Admin Job at MillenniumSoft Inc (San Diego)

Job Description

Customer Support Admin role for a Medical Devices Company. Primary focus on monitoring accounts receivable, performing collections, resolving customer payment issues, and reconciling accounts. Requires heavy customer support, analytical thinking, and communication skills.

Job Responsibility

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
maintain our culture with a positive team environment
Assist in other areas as directed by Supervisor
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
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
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
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

Requirements

3+ years in business collections or account reconciliation
preferably in a manufacturing environment
Excel skills - Vlookup, Pivot tables
Analytical skills
problem solving skills
reconciliation skills
collection skills
Strong interpersonal skills, tact, persistence, analytical & critical thinking skills, patience, strong customer service orientation
excellent follow through
strong verbal and written skills
working knowledge of spreadsheets (Excel) and word processing
familiarity with computerized accounting / accounts receivable systems
Manage changing priorities and multiple responsibilities
work extended hours
make decisions under pressure
work effectively in a team environment

Nice to have

Bachelors preferred but not required
BA, BS or equivalent with business (preferred), accounting, or finance emphasis a plus

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Customer Support Admin

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