Customer Relations (Billing) Manager

As a Customer Relations (Billing) Manager at AWP Safety, you'll oversee the billing and collections team to ensure efficient operations and timely payments. Your role will include managing workloads, developing training, and streamlining communication across business units. Additionally, you'll conduct performance evaluations and resolve escalated customer issues. Your ability to meet and maintain collection goals while enhancing staff performance will be paramount in this position.

To qualify for the Customer Relations (Billing) Manager role at AWP Safety, a high school diploma is required, with a Bachelor's degree preferred. Candidates should possess 5-7 years of accounts receivable and billing experience, including 3+ years in a supervisory role. Experience in construction invoicing is preferred, along with strong problem-solving skills and proficiency in Microsoft Office products. If you have a proactive and organized approach to management, you will thrive in this position.

The work environment for a Customer Relations (Billing) Manager at AWP Safety is primarily an office setting with hours typically from 8 a.m. to 5 p.m., Monday through Friday. Expect to manage a workload involving desk work and communication with internal teams and customers. This role may involve occasional lifting of items weighing between 10-25 pounds. Overall, it's a collaborative and supportive atmosphere where teamwork and individual contributions are valued.

AWP Safety is committed to fostering career development for its employees, including the Customer Relations (Billing) Manager. You will have opportunities to lead training sessions, improve team performance, and contribute to process enhancements. We also encourage participation in professional development initiatives that align with your career goals, providing leadership mentoring and additional resources to enhance your skills.

Performance metrics for a Customer Relations (Billing) Manager at AWP Safety include collection goals on a daily and monthly basis. You will be measured on your ability to maintain these metrics, the efficiency of the billing process, staff performance through evaluations, and the resolution of customer issues or inquiries. Achieving these goals will showcase your contribution to the organization and impact on overall customer satisfaction.

To prioritize tasks effectively, I assess the urgency and impact of each issue. I often use a task management tool to track outstanding items and collaborate with team members to distribute workloads evenly. By maintaining open communication and regularly reviewing our goals, I ensure that urgent billing issues are addressed promptly while still supporting the team's long-term objectives.

I have over five years of experience in accounts receivable management, focusing on billing processes, collections oversight, and maintaining accurate records. This includes developing strategies to improve collections and training staff on best practices to ensure timely payments. I also utilize financial software systems for accurate reporting and tracking workflow efficiency.

I approach customer billing disputes by first listening to their concerns to understand their perspective fully. I always strive to ensure that customers feel heard and respected. After assessing the issue, I engage with the relevant internal teams to find a resolution, ensuring timely communication with the customer regarding updates and next steps until a satisfactory conclusion is reached.

When conducting performance evaluations, I prioritize constructive feedback and clear communication. I focus on strengths and areas for improvement, making sure to review each team member's contributions against established goals. I encourage open dialogue and set actionable development goals for the next evaluation period, which helps in their professional growth.

At my previous job, I implemented a new training program that focused on billing best practices and customer service excellence. This initiative not only boosted team morale but also improved our collection rates by 20% within six months. It led to more efficient processes and a culture of learning and accountability within the team.

I have utilized various financial management tools such as Microsoft Dynamics 365 for tracking transactions and generating reports. Additionally, I’m proficient in Microsoft Excel for data analysis and reporting. Familiarity with these tools enables me to streamline billing processes and maintain accurate records effectively.

To ensure compliance, I stay updated on company policies and guidelines, educating my team through regular training sessions and refreshers. I also conduct audits of our billing processes and maintain clear documentation. By fostering a culture of transparency and accountability, I encourage team members to adhere strictly to company policies.

During client onboarding, I ensure a thorough process that includes outlining billing procedures, payment terms, and providing clear contact points for any inquiries. I find that effective communication right from the start sets the tone for a positive working relationship, and I’m always available to address any questions the client may have.

To keep my team motivated in a high-pressure environment, I recognize their achievements regularly, whether big or small. I empower them by involving them in decision-making processes and encouraging a supportive atmosphere where they can share their ideas. Additionally, I ensure a healthy work-life balance, which helps in maintaining productivity without burnout.

The most challenging aspect of the Customer Relations (Billing) Manager role often lies in managing high volumes of work during peak billing times while ensuring accuracy and excellent customer service. To address this, I focus on effective planning and communication, ensuring that my team is prepared and that we have strategies in place to handle increased workloads efficiently.