Customer Excellence & Accounts Receivable Specialist

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Full Time Customer Service Maumee, OH, US

4 days ago Requisition

ASRaymond has an exciting opportunity for a Customer Excellence & Accounts Receivable Specialist in its Maumee
, OH location. This hybrid role combines customer service excellence with accounts receivable management and collections. The ideal candidate will serve as a key customer contact while partnering with Accounting, Billing, Sales, and Operations to ensure outstanding customer experience and timely payment of outstanding invoices.

This position is approximately 50% focused on customer account management, order support, and customer experience, and 50% focused on collections, dispute resolution, and accounts receivable recovery. The successful candidate will be a proactive problem-solver who can build strong customer relationships, identify opportunities for process improvement, and effectively manage collections activities while maintaining a customer-first approach.

Customer Excellence 50%

• Develop and maintain a customer-focused experience that delivers a high level of service while ensuring compliance with company policies and procedures.
• Serve as a primary point of contact for customers through phone and email communication.
• Manage customer inquiries related to orders, pricing, delivery schedules, product availability, and service concerns.
• Support new and existing customer relationships by providing timely and professional responses.
• Execute customer opportunities effectively, mitigate business risks, and incorporate lessons learned to improve customer experiences.
• Actively gather and communicate Voice of the Customer (VOC) feedback to improve processes and strengthen customer relationships.
• Collaborate with Sales, Operations, Supply Chain, Engineering, and other business functions to ensure seamless customer experience.
• Support outside sales representatives by assisting with customer inquiries, quote follow-up, order management, and account support.
• Track and report on key customer service metrics and identify opportunities for continuous improvement.

Accounts Receivable & Collections 50%

• Monitor open customer and supplier orders and provide status updates to internal stakeholders.
• Oversee and administer Accounts Payable systems and act as an escalation point for Genpact.
• Communicate with customers regarding past-due balances and investigate payment delays, billing discrepancies, deduction claims, disputes, and other account-related issues to drive timely resolution.
• Partners with Accounting, Billing, Sales, and management teams to reconcile accounts, resolve outstanding issues, support credit hold reviews, and develop strategies for high-risk accounts.
• Support customer excellence activities by processing Return Material Authorization (RMA) requests, coordinating return approvals, and assisting with the resolution of return-related inquiries and transactions.

• Minimum of 3-5 years of experience in customer service, accounts receivable, collections, inside sales, or related business functions.
• Experience working in a B2B manufacturing, industrial, or distribution environment.
• Strong verbal and written communication skills with the ability to interact professionally at all levels of customer and internal organizations.
• Strong negotiation, conflict resolution, and relationship-building skills.
• Excellent analytical and problem-solving abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Office applications, particularly Excel, Outlook,…