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Customer Account Specialist I

2 months ago


Jacksonville, Florida, United States Watsco Full time
About Us

Baker Distributing Company stands as a leading distributor of HVAC, refrigeration, and food service equipment across the United States. With a legacy spanning nearly 75 years, we are at the forefront of innovation in the distribution sector, continually evolving to establish ourselves as a world-class supply chain entity. Our dedicated workforce of 1,400 employees operates from over 200 locations, catering to 50,000 active clients. Our corporate headquarters is located in Jacksonville, FL, and we are a proud subsidiary of Watsco (NYSE: WSO).

At Baker, we are committed to leveraging cutting-edge technologies and innovative solutions to broaden our service offerings and enhance the customer experience.

People are the cornerstone of our operations—this includes our employees, suppliers, and customers. While many of our team members possess extensive industry experience, we are consistently on the lookout for fresh talent that brings new perspectives. If you value respect, integrity, consistency, excellence, and teamwork, we invite you to explore opportunities with us.

Position Overview

Under the direct supervision of the Client Services Manager, the Client Services Representative I plays a crucial role in managing Accounts Receivable in accordance with the Corporate Credit Policy.

Key Responsibilities
  • Engage with customers to collect accounts receivable and verify payment statuses as needed.
  • Provide copies of invoices and statements upon request.
  • Monitor accounts receivable for all service centers within the designated territory and uphold assigned performance metrics. Communicate with management as necessary regarding the overall collection status.
  • Adhere to established procedures for managing overdue accounts.
  • Collaborate with service center managers and sales representatives concerning their overdue accounts.
  • Establish and oversee payment plans for delinquent customers as required.
  • Identify and collect applicable service charges.
  • Escalate issues to leadership when necessary.
  • Refer unresponsive accounts for third-party collections.
  • Work closely with the SALT team to identify and resolve sales tax issues, staying informed about changes in state regulations.
  • Resolve payment discrepancies and refer issues to the appropriate service center.
  • Address customer deductions, including short payments, tax issues, warranty disputes, etc.
  • Review credits, unapplied cash, and duplicate payments with customers to ensure accurate account reconciliation.
  • Process NSF checks upon receipt, issue demand letters, and follow up with the check writer and bank as necessary. Notify the relevant service center to facilitate collection.
  • Maintain customer files and update records as needed.
  • Monitor orders on credit hold to assess release eligibility.
  • Understand job accounts, including sending NTO and lien requests, and monitor job payments.
  • Conduct all interactions with customers and employees in a professional and courteous manner.
  • Perform additional duties as assigned.
Qualifications for Success

Required Education and Experience
  • Effective interpersonal, verbal, and written communication skills.
  • Able to thrive in a dynamic, fast-paced environment.
  • Strong multitasking abilities and capacity to meet deadlines.
  • Maintain current knowledge in relevant areas of practice.
  • Excellent organizational skills with the ability to prioritize tasks.
  • Experience working with a diverse population.
  • Strong analytical and problem-solving skills.
  • Ability to work independently with initiative.
  • Proficient in Microsoft Office applications.
  • Previous experience in Credit/Collections is preferred.
  • Strong negotiation skills.
Work Environment and Physical Demands
  • Regularly required to work in an office setting.
  • Moderate noise levels typical of a business office with computers, phones, and printers.
  • Expected to sit for extended periods while working on a computer.
  • Ability to use a computer keyboard, monitor, and telephone for prolonged periods.
  • Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.