Customer Service Specialist providing debt negotiation for telecom products and services. Offering solutions via active/receptive voice support in São Caetano do Sul, Brazil.
About the role
- Credit professional leading day-to-day operations of Credit & Collections team for John Brooks Company. Focusing on collections, internal training, and team activities in a hybrid work environment.
Responsibilities
- Coordinate daily A/R transactional and collection activities, ensuring workload is balanced and targets are met.
- Act as first point of escalation for billing disputes, collections inquiries, and credit application questions.
- Provide coaching, onboarding, and training support to A/R team members.
- Monitor team KPIs including DSO, aging, call volumes, promise-to-pay rates, and dispute timelines.
- Maintain SOPs and ensure adherence to policies and procedures.
- Ensure collection activities are properly documented for follow-up.
- Foster a collaborative, continuous improvement environment.
- Review and process credit applications, including bank and trade references and D&B checks.
- Recommend credit limits, payment terms, and credit hold decisions in line with company policy and approval matrix.
- Apply knowledge of construction credit environments including holdbacks and prompt payment obligations.
- Identify and escalate high-risk accounts, including credit holds and legal referrals.
- Maintain accurate credit files and documentation in ERP systems such as P21.
- Manage a portfolio of accounts, including collection calls, follow-ups, and dispute resolution.
- Support team members with collection strategies for complex or high-value accounts.
- Partner with sales to resolve invoice disputes while maintaining customer relationships.
- Maintain detailed collection notes and account documentation.
- Oversee accuracy and timing of deferred and progress billings, including holdbacks and retention.
- Work with Service, Operations, and Sales to resolve pre-invoice issues.
- Maintain AFDA tracking and support reserve recommendations.
- Oversee cash application to ensure payments are matched accurately.
- Follow up on unapplied cash balances.
- Investigate and resolve short payments, deductions, and discrepancies with customers and internal teams.
- Prepare weekly and monthly A/R aging and collection reports.
- Identify inefficiencies and recommend process improvements.
- Participate in ERP and process improvement initiatives.
Requirements
- High school diploma required.
- Minimum 4–6 years of progressive experience in credit, collections, or accounts receivable within a B2B or industrial environment.
- Solid understanding of Canadian trade credit practices and credit risk assessment principles.
- Strong working knowledge of the order-to-cash cycle including credit adjudication, billing, collections, and cash application.
- Demonstrated ability to coach, support or mentor A/R team members.
- Proficiency with an ERP system.
- Strong analytical and problem-solving skills with the ability to manage multiple priorities simultaneously.
- Excellent written and verbal communication skills with the ability to interact professionally with customers, sales reps, and internal leadership.
- High proficiency in Microsoft Excel (pivot tables, XLOOKUP, SUMIF) and Microsoft Word.
- Demonstrated understanding of A/R collection strategies, credit management, and clear account documentation.
- Experience with Prophet 21 (P21).
- Bilingual in English and French, written and spoken.
- Experience in construction credit, including familiarity with the Ontario Construction Act, statutory holdbacks, and prompt payment provisions.
- Knowledge of provincial lien legislation across Canada including Ontario, Alberta, BC, and Quebec.
- Familiarity with credit bureau tools and online invoicing portals.
- Credit Institute of Canada (CIC) CCP designation or working toward it, or similar qualifications
Benefits
- Competitive remuneration including base salary ($72,000 - $82,000)
- Hybrid work schedule.
- A leadership role within a well-established, growing Canadian industrial distribution company.
- Exposure to a broad, complex customer portfolio spanning municipal, oil & gas, construction, and manufacturing sectors.
- Opportunity to contribute to and shape the modernization of AR operations including ERP optimization
- Competitive vacation
- Paid personal day program
- Generous benefits package that includes coverage for things like medical, dental, paramedical, and vision
- Company Group RRSP with employer matching
- Annual health & wellness subsidy
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