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Client Services Associate 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 committed to innovating the distribution sector daily, evolving into 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 strategically located in Jacksonville, FL, and we proudly function as a subsidiary of Watsco (NYSE: WSO).

Our Mission
At Baker, we leverage emerging technologies and innovative practices to broaden our service offerings, ensuring a premier customer experience. We believe that our people are the cornerstone of our success—this includes our employees, suppliers, and customers.

We value experience but are equally eager to welcome fresh talent that brings new perspectives to our operations. If you possess a strong sense of respect for yourself and others, unwavering integrity, a commitment to consistency, and a drive for excellence, we would be delighted to connect with you.

Position Overview
Under the direct supervision of the Client Services Manager, the Client Services Representative I will manage activities related to Accounts Receivable, adhering to the Corporate Credit Policy.

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

Qualifications
- Effective interpersonal, verbal, and written communication skills.
- Ability to thrive in a dynamic, fast-paced environment.
- Strong multitasking abilities and adherence to deadlines.
- Up-to-date knowledge in relevant areas of practice.
- Excellent organizational skills with the capacity to prioritize tasks.
- Ability to work with a diverse population.
- Proficient problem-solving skills.
- Ability to work independently with initiative.
- Proficiency in Microsoft Office applications; prior experience in Credit/Collections is preferred.
- Strong negotiation skills.

Work Environment
The role is primarily office-based, characterized by moderate noise levels typical of a business environment. The employee will be expected to sit for extended periods while utilizing a computer and telephone.

Specific vision abilities required for this position include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.