What You Need To Know
Overview
The Customer Care Accounts Receivable Representative assists customers in response to inquiries about products and services. Assists customer with placing product orders.
Primary Responsibilities
• Assist specific customers in the division with key back-office processes (e.g., accounts receivable, order processing, customer service, etc.); work in conjunction with National Call Center (NCC) back-office resources who will be performing similar functions
• Resolve internal and external customer issues by returning/acknowledging phone calls and emails in a timely manner and providing responses and resolution in a reasonable amount of time
• Work with NCC Credit Corrections to secure product credits
• Answer questions for accounts involved in the accounts receivable process
• Research accounts and communicate to customers the reason for open invoices, short pays, and open credits and document accounts accordingly
• Enter and process payments in AS400 brought into the site from customers and address any payment related issues directly with the Salesforce and customers
• Follow up on general customer collections as requested by National Call Center Accounts Receivable (A/R), utilizing the established delinquency, aging and collection letter and follow up guidelines
• Work with customers, Salesforce, and NCC Accounts Receivable to complete necessary paperwork and forward to the A/R Supervisor
• Research and provide documentation for internal and external audits
• Assist with research of any missing invoices
• Assist with completion of the applicable IRS form to report cash payments over $10,000
• Maintain effective and consistent communication with Sales Force and employees at NCC
• Answer general Sales Force questions and resolve issues related to A/R
• Provide invoice copies, monthly statements, and other document/information requests
• Monitor and balance petty cash
• Process credits on product returned to the warehouse by drivers or through pickup slips
• Separate saleable and non-saleable credits for submission to Accounting for processing
• Process discount debits/credits when approved by pricing and verify all debits/credits processed the prior day
• Process incoming orders from customers
• Assist sales force with issues relating to order submission (e.g. Topaz issues)
• Answer general order inquiries, providing first level support, and minimizing call transfers
• Process pickups and returns per the established pickup and return policy
• Stay abreast of state-specific alcoholic beverage laws and state listings laws
• Cross-train with Cashier and Customer Service team members to serve as a backup when needed
• Perform other job-related duties as assigned