Customer Care A/R – Lead

Mike Callaway Accounting/Finance/Banking, Customer Service, Management

Website Southern Glazer’s Wine and Spirits


The Customer Care Accounts Receivable Lead Specialist supervises and coordinates activities of local back-office staff engaged in support of customer inquiries, order processing, and minor accounting concerns while ensuring that all work is performed timely, accurately, and efficiently.

Duties and Responsibilities

  • Review daily work and monitor phone calls to verify adherence to SGWS standard operating procedures, Quality Assurance guidelines, as well as state and federal law requirements
  • Provide immediate, consistent, and fair coaching methods to agents to improve identified areas of opportunity
  • Manage all time keeping in Kronos for agent scheduling and administers appropriate progressive disciplinary action if infractions are recorded
  • Effectively and consistently communicate the department’s objectives to staff
  • Motivate and create a positive work environment to achieve productivity and performance standards
  • Ensure management is informed of business priority issues and may proactively offer solutions for timely resolve
  • Assist specific customers in the division with key back-office processes (e.g., accounts receivable, order processing, customer service, etc.) working in conjunction with back-office resources who will be performing similar functions
  • Resolve internal and external customer issues by returning/acknowledging phone calls and emails in a timely manner and providing responses and resolution in a reasonable amount of time(Account Receivable / Customer Service)
  • Answer general Salesforce questions and resolving issues
  • Stay abreast of state-specific alcoholic beverage laws and state listings laws
  • Answer questions for accounts involved in the accounts receivable process
  • Research accounts and communicate to customers the reason for open invoices, short pays, and open credits and document accounts accordingly
  • Follow up on general customer collections as requested by Accounts Receivable, utilizing the established delinquency, aging, and collection letter and follow up guidelines
  • Work with customers, Salesforce, and Accounts Receivable (AR) to complete necessary paperwork and forward to the AR Supervisor
  • Research and provide documentation for internal and external audits
  • Assist with completion of the applicable IRS forms to report cash payments over $10,000
  • Maintain effective and consistent communication with Salesforce and employees
  • Provide invoice copies, monthly statements, and other document/information requests
  • Monitor and balance petty cash
  • Cross-train with Cashier, AR, and Customer Service team members to serve as a backup when needed
  • Other duties job-related as assigned


Minimum Qualifications

  • High school diploma or equivalency plus two years of experience
  • Proficiency using Microsoft Excel spreadsheets in creating pivot tables, develop charts, and complex formulas
  • Must understand and utilize sound customer service skills to exceed internal and external customer expectations
  • Must have the ability to analyze, research, and explain complex transactions involving multiple steps
  • Experience working in Accounts Receivable or general office environment/back-office accounting experience
  • Knowledge of beverage distribution industry
  • Knowledge of warehouse rules, regulations, and safety procedures

Preferred Qualifications

  • Excellent Bilingual (English/Spanish) communication skills both verbal and written, shifting communication styles depending upon the audience
  • Knowledge with Generally Accepted Accounting Principles, federal regulatory guidelines, and organizational objectives
  • College coursework in Accounting/Finance
  • Proven ability to recognize necessary process improvements and take necessary proactive steps to initiate change
  • Critical nature of this job may require extended hours, overtime and weekends, particularly during busy season and physical inventories
  • Excellent accuracy and attention to detail skills to process large numbers of invoices
  • Strong communication skills – written, verbal, persuasion, motivation, facilitation of strong working relationships
  • Knowledge of other MS Office Suite and/or software applications related to job functions
  • Excellent interpersonal, customer service, analytical/problem solving, problem management, presentation development, presentation, and communications skills

Physical Demands

  • Physical demands include a considerable amount of time sitting and typing/keyboarding, using a computer (e.g., keyboard, mouse, and monitor) or adding machine
  • Physical demands with activity or condition may occasionally include walking, bending, reaching, standing, and stooping
  • May require occasional lifting/lowering, pushing, carrying, or pulling up to 20lbs

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