Customer Service Supervisor 1

Role Overview 

The Cash Collections Manager is responsible for the leadership and operational oversight of the Collections process for a specific region or country. This role ensures the timely and efficient collection of receivables, manages order release decisions, and drives the achievement of cash flow and DSO (Days Sales Outstanding) targets. 

This position combines strategic financial leadership with people management, requiring a professional who can evaluate customer creditworthiness while maintaining strong cross-functional relationships within the Invoice-to-Cash (I2C) process. 

Core Responsibilities 

• Team Leadership: Lead, coach, and develop a team of Cash Collection Specialists. Set clear objectives, manage workload distribution, and foster a culture of high performance and continuous improvement. 

• Credit & Collections Strategy: Oversee daily collection activities and implement strategies to reduce past-due accounts and bad debt. Serve as the primary escalation point for high-risk customers and complex cases. 

• Credit Risk Assessment: Conduct thorough financial assessments of new and existing customers to determine appropriate credit limits and terms, balancing commercial needs with financial risk. 

• Performance Management: Own and track key KPIs, including aging reports and collection performance. Analyze trends to identify risks and define corrective actions for management. 

• Cross-Functional Coordination: Collaborate with Sales, Customer Service, and Finance to resolve account disputes and ensure the proper accounting of receivables and write-offs. 

• Compliance & Controls: Ensure strict adherence to internal controls, audit requirements (SOX), and legal standards related to debt collection. 

• Process Transformation: Partner with the Global Process Owner (GPO) team to support standardization, automation, and digital initiatives within the I2C workflow. 

Position Requirements 

Education & Core Experience 

• Required: Minimum of 7 years of experience in credit management and collections, including dispute management. 

• Required: Proven leadership experience in a managerial or supervisory role. 

• Education: Bachelor’s degree in Finance, Accounting, Business Administration, or a related field. 

• Languages: Fluent English is required. Additional regional languages are an advantage based on the customer portfolio. 

Technical Skills 

• Systems: Proficiency in ERP and accounting systems (e.g., SAP, FSCM) is required. 

• Financial Analysis: Strong ability to analyze financial statements, credit reports, and payment histories to mitigate risk. 

• Reporting: Expert knowledge of financial reporting and the ability to interpret complex aging and cash flow data. 

Professional Competencies 

• Negotiation: Excellent communication and negotiation skills to manage delinquent accounts while maintaining positive customer relationships. 

• Decision-Making: Strong analytical skills with the ability to make sound credit decisions under pressure. 

• Leadership: Demonstrated ability to mentor staff and lead a team through month-end and year-end closing activities. 

• Proactive Risk Management: Ability to track payment behaviors and credit trends to implement proactive mitigation measures.