End User Billing & Collections Manager

Rite-Hite is the global leader in the manufacture and distribution of industrial loading dock and door equipment. Our innovative products and world class sales organization ensure solid, consistent growth, both for our company and our staff. We are always looking ahead to develop innovative new products and services to improve our customers' safety, security, and productivity.

Rite-Hite provides competitive compensation and a comprehensive benefits package with medical, dental, and vision coverage along with life and paid medical leave. We also provide a retirement savings plan that combines 401(K) with company match and profit sharing. Paid holidays, vacation, and up to five paid personal/sick days per year round out the package.

Rite-Hite is an Equal Opportunity/Affirmative Action employer offering a drug free workplace for our customers and employees.

ESSENTIAL DUTIES AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily:

• Review End User sales records for proper billing instructions, special conditions, and articulate to staff to ensure each sale is billed and collected in a timely and accurate manner.
• Support teams and work with the Continuous Improvement Team, as needed, in the development and maintenance of Standard Operating Procedures (SOPs) and automation opportunities for a repeatable end-to-end customer experience related to End User Non-Portal billing and collection.
• Coordinate and prepare customer billings and any supporting documents or spreadsheets in-compliance with sale requirements to maximize the change of 'first time right' collections.
• Lead the performance of 'courtesy touches' for significant invoices to ensure invoices are confirmed as satisfactorily received prior to the due date such that any identified issues can be resolved without waiting for past-due invoices.
• Manage the collection of outstanding invoices so that issues are identified and resolved in a timely manner or payment is received promptly and foster an environment where customers have an excellent end-to-end billing experience.
• Maintaining a clean and up-to-date Accounts Receivable aging is essential to fulfilling this job mandate. The candidate must be able to promptly and proactively identify customer billing issues, prioritize and resolve the issues, and ensure the accurate application of customer payments to corresponding invoices.
• Make collections calls to representatives and customers for the purpose of facilitating Rite-Hite's cash flow. Research and investigate problems preventing payment with emphasis on problem solution and ultimate collection of monies.
• Prepare credit memos for invoices as required and in accordance with the relevant accounting policies and approval thresholds.
• Serve as primary management level contact for the End User team as related to the billings, dispute resolution and collections area.
• Review and propose amendments to documents for signature by Rite-Hite officers including waivers, change orders, liens, and other documents.
• Direct the filing of liens as necessary to protect Rite-Hite's interest.
• Work with the Continuous Improvement Team to develop, pursue and implement a series of continuous improvement initiatives that address systemic issues identified during the Billing & Collection processes, including acting as a subject matter expert and project sponsor as required.
• Coordinate assignment of accounts to outside agencies for additional collection efforts including possible legal actions.
• Coordinate with IT and technology teams to continuously search for more efficient and effective ways to use the current software programs to effectively manage the customer billings and collection of funds from customers.
• Manage a team of Biller / Collectors including responsibility for training of personnel, setting objectives, and tracking and evaluating individual and team performance.
• Assist Rite-Hite and the Accounting/Finance Department with ad hoc requests for support, analysis or information as required.
• Actively perform all end-to-end billing and collecting duties for an allocation of customer contracts in a timely manner.

EDUCATION and/or EXPERIENCE

• Bachelors Degree in a related field preferred
• Three or more years of managing billing and collections teams
• Five or more years of billing and/or collecting experience

KNOWLEDGE / SKILL REQUIREMENTS:

The ideal candidate will demonstrate:

• Strong leadership and capabilities to lead a diverse team with varying degrees of experience
• Strong Excel skills, ability to work with a variety of software products
• JD Edwards ERP system experience a PLUS
• Excellent organizational skills and great attention to detail
• Ability to manage multiple people and tasks while ensuring deadlines are met
• Ability to set targets, prioritize tasks and delegate to the most appropriate staff, as needed
• Ability to monitor, assess current metrics and create new metrics to track team performance
• Excellent capability to assess situations and determine a clear, optimal path to resolution
• Excellent communication skills, both written and verbal
• Strong team-player that will not only manage the team but also jump in, when needed, to do the work
• Ability to exemplify best practices while actively performing billing/collecting duties

SUPERVISORY RESPONSIBILITIES:

This role will supervise approximately five biller/collectors within the End User Team.

Additional Job Information: