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Customer Accounts Representative I

3 months ago

Mansfield, United States Mouser Electronics Full time
Title: Customer Accounts Representative
Location: Mansfield, Texas

Customer Accounts Representatives partner with customers and internal business partners to help establish credit terms, resolve credit holds on orders, and reduce accounts receivable delinquency in a high-volume environment. The role requires strong customer service, investigation, and problem-solving skills. Previous experience or education in managing corporate financial transactions is ideal.

ACCOUNTABILITIES & ESSENTIAL FUNCTIONS

•Complete thorough credit reviews to analyze customers' financial strength and authorize credit lines
•Proactively analyze customer information, including account balances, orders, and organizational changes to maintain optimum account performance
•Review orders, credit applications, quotes, and other business transactions for validity and timely processing
•Investigate and resolve customer payment delinquency and implement corrective action to prevent future recurrence
•Evaluate the collectability of delinquent invoices and perform write-offs of uncollectable amounts within the assigned level of authority
•Effectively communicate with customers, maintaining concise and accurate account notes of customer interactions
•Deliver excellent customer service through various channels including phone, email, and online chat
•Participate in regular team meetings to report on the progress towards meeting objectives
•Performs tasks using various computer programs, word processing, spreadsheet or database commands; formats material as required
•Continually expands knowledge of processes and procedures within Customer Accounts
•Understanding of Accounts Receivables and Accounts Payables functions
•Accurately processes various types of customer requests, including but not limited to order releases, establishing credit limits, new account set-ups, payment reconciliations, credit investigations, collection activities, customer account maintenance, and other tasks as assigned
•Processes high standards of quality work with a sense of urgency
•Promotes and maintains a high level of commitment to meeting daily productivity objectives and goals
•Works daily reports by identifying and resolving customer account issues in their entirety to ensure orders are released in a timely fashion
•Ensure compliance with company policies and procedures, and support and participate in company total quality process

SKILLS & CERTIFICATIONS

•Possess ability to perform credit and collections analysis and provide appropriate recommendations
•Strong background in accounts receivable and/or basic accounting preferred.
•Possess analytical, problem solving, and negotiation & reasoning skills.
•Ability to act independently and have a high level of professionalism essential for interaction with customers, cross functional teams, and management.
•Possess strong interpersonal, written, and oral communication skills.
•Strong attention to detail, accuracy, and timely communication.
•Ability to meet deadlines and quality expectations while managing multiple assignments
•Possess technical competency to utilize company computer system and related platforms. Knowledge of Microsoft Office applications at anintermediate level.
•Strong alpha numeric data entry with good quality.
•Ability to perform 10-key by touch.
•Trustworthy and maintains confidentiality.
•Effective performance independently or as part of a team.
•Self-motivated, results-oriented, with effective organizational skills.
•Takes initiative to expand knowledge by utilizing available resources.
•Skill evaluation: Math 90%, Spelling 80%, 10-Key 155 NSM, Basic Excel 70%, Typing 40 WPM, and Call Center Audio 80%.
•For Bilingual: read, write and speak Spanish and English.Skill Evaluation: Spanish 70%.

JOB LEVELS

Customer Accounts Representative I

Requirements
•High School Diploma or Equivalent, plus 2 years of customer service or similar experience.

Customer Accounts Representative II
•All accountabilities of a Customer Accounts Representative I, plus.
•Increased expectations for job productivity, job quality, and job knowledge
•Supports newer or existing team members by sharing experience and knowledge
•Analyzes the impact of decisions before execution

Requirements
•Consistently demonstrates the leadership traits of: Accountability, Consistency, Commitment, and Strong Communication
•2years Customer Accounts or equivalent experience required.For internal candidates, experience can be a combination of internal and external experience.

Customer Accounts Representative III
•All accountabilities of a Customer Accounts Representative II, plus.
•Demonstrates proficiency in performing the tasks related to a minimum of two of the core roles within Customer Accounts
•Proactively identifies customer needs, plans, makes suggestions, and pursues customer account possibilities beyond customer-initiated requests
•Handles some customer escalations
•Consistently take initiative and provide new ideas to improve process efficiencies
•Supports team members as a subject matter expert
•Exhibits strong analytical, and problem-solving skills

Requirements
•3-8 years of working experience in a related field; or equivalent combination of education and experience
•Proven ability to work independently
•Consistently demonstrates the leadership traits required of CAR II, plus, Strong decision-making skills, positive influence over others, and resilience
•4yearsCustomer Accounts or equivalent experience required.For internal candidates, experience can be a combination of internal and external experience.

Senior Customer Accounts Representative
•All accountabilities of a Customer Accounts Representative III, plus.
•Consistently makes suggestions to improve processes and level of service
•Demonstrates Highly effective performance in all Customer Account functions
•Exhibits strong analytical, problem solving and negotiation skills with customer's upper management contacts
•Routinely handles customer escalations
•Team subject matter expert.

Requirements
•Bachelor's degree in business or a related field, and 5 or more years of work experience in a related field
•6yearsMouser Customer Accounts or equivalent experience required.
•Internal candidates:

oExperience can be a combination of internal and external experience.
oMinimum Highly Effective performance in current role.

•Consistently demonstrates the traits of, decision-making, inspiration to others, delegation, and empowerment

Equal Opportunity Employer, including disability and veterans.

Category: Finance/Accounting

This is a summary of the primary accountabilities and requirements for this position.The company reserves the right to modify or amend accountabilities and requirements at anytime at its sole discretion based on business needs. Any part of this job description is subject to possible modification to reasonably accommodate individuals with disabilities.