- Listen to internal and external calls of the Credit department staff, evaluating customer service, productivity, and job performance.
- Conduct desktop monitoring to evaluate team members' job performance, productivity, and customer service, ensuring it is consistent with SanMar's expectations.
- Prepare phone call evaluations of department staff in a timely and efficient manner.
- Complete Aging Reviews for Accounts Receivable Representatives as scheduled by the department Supervisors.
- Prepare written summaries for supervisors assessing how our representatives are doing in various areas of their jobs.
- Share call evaluations with department supervisors and representatives.
- Report any non-compliance or unusual issues to appropriate supervisor.
- Identify any potential training and coaching opportunities and send to appropriate supervisor.
- Maintain various reporting spreadsheets timely and accurately.
- Work closely with supervisors and team members to best support the goals of our customers and SanMar.
- Perform other duties as assigned.
- Comply with all policies and standards.
- High School Diploma or GED.
- 4-6 years of credit or Accounts Receivable experience or equivalent education.
- Previous customer service experience.
- Self-directed; able to work independently and confidently.
- Organized; maintain accurate records and stay on schedule while performing multiple tasks with good attention to detail.
- Demonstrates excellent written and verbal communication skills, with the ability to recognize quality of the customer service demonstrated in the communication of others.
- A high degree of professionalism, discretion, integrity, and objectivity while performing your job duties.
- Must respond well to internal deadline pressures in a fast-paced environment.
- Excellent PC skills and a high degree of proficiency in Microsoft Office and D365.
- Be flexible with change; accept change as a positive experience.
- Communicates and collaborates effectively with all levels of the department.
- Comprehensive
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