Accounts Receivable Escalation Specialist

Staples Advantage Canada; Framingham (MA); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Inclusive culture with BRGs

Flexible PTO & holidays

Discounts & 401(k)

Job summary

Staples in Framingham, MA, seeks an Accounts Receivable Escalation Specialist within the Center of Excellence to act as the operational first responder for complex O2C escalations.

You will triage issues, perform root‑cause analysis, and coordinate cross‑functional resolution plans that protect revenue and elevate the customer experience across invoicing, AR, and payments.

Qualifications

• Bachelor’s degree in Business, Finance, Accounting or related field.
• 1+ year experience in AR, O2C, or escalation management.
• Strong understanding of AR processes and ERP systems.

Responsibilities

• Serve as central escalation point for complex O2C issues across customers, vendors, sales, and internal business partners.
• Manage end‑to‑end incident tracking, including root‑cause analysis, issue documentation, and resolution communication plans.
• Partner with CSC, Sales, Order‑to‑Cash, and Customer teams to remove payment blockers and reduce A/R delinquency.
• Act as trusted SME across invoicing, accounts receivable, payments, tax‑exempt processing, and related systems.
• Support change management efforts, system upgrades, and UAT testing with expert process knowledge.
• Identify process improvement opportunities and communicate insights to leadership for continuous improvement.
• Champion customer experience by ensuring timely, effective issue resolution.
• Maintain flexibility in working hours during critical business incidents to support all business units under the Staples umbrella.

Skills

Escalation management

AR processes

Cross-functional collaboration

Root-cause analysis

Stakeholder communication

Change management

Education

Bachelor's degree in Business, Finance, Accounting

Tools

Oracle ERP

ERMS

Sunrise

Outlook

Job description

Staples is business to business. You’re what binds us together.

Our talented finance team partners with every area of the business to drive results and provide financial expertise. We are passionate about analyzing and interpreting information to assess performance and provide guidance.Our team serves as a true partner and advisor to all our business leaders; working with them to accelerate the company’s profitability and growth.

The Center of Excellence (COE)/Accounts Receivable Escalation Specialist serves as the operational “first responder” for complex escalations across the Order‑to‑Cash (O2C) value chain. Acting as a subject matter expert, this role triages customer and operational issues, performs root‑cause analysis, and coordinates cross‑functional resolution plans that restore service, protect revenue, and elevate the customer experience. The role partners closely with internal teams and external stakeholders to eliminate payment blockers, reduce accounts receivable delinquency, and improve overall financial health.

What You’ll Be Doing:

• Serve as the central escalation point for complex O2C issues across customers, vendors, sales, and internal business partners
• Manage end‑to‑end incident tracking, including root‑cause analysis, issue documentation, and resolution communication plans
• Partner with CSC, Sales, Order‑to‑Cash, and Customer teams to remove payment blockers and reduce A/R delinquency
• Act as a trusted subject‑matter expert across invoicing, accounts receivable, payments, tax‑exempt processing, and related systems
• Support change management efforts, system upgrades, and UAT testing with expert process knowledge
• Identify process improvement opportunities and communicate insights to leadership for continuous improvement
• Champion customer experience by ensuring timely, effective issue resolution
• Maintain flexibility in working hours during critical business incidents to support all business units under the Staples umbrella

What You Bring To The Table:

• Excellent problem‑solving skills with the ability to assess complex situations quickly
• Exceptional written and verbal communication skills, including executive‑level status updates
• Ability to manage multiple priorities and perform effectively under time‑sensitive pressure
• Calm, decisive approach when resolving urgent or high‑impact issues
• Strong stakeholder collaboration, negotiation, and conflict‑resolution skills
• Continuous‑improvement mindset with a detail‑oriented and organized working style

What’s Needed- Basic Qualifications:

• Bachelor’s degree in Business, Finance, Accounting, a related field, or equivalent experience
• 1+ years of experience in Accounts Receivable, Order‑to‑Cash, or escalation management roles
• Strong understanding of AR processes and ERP systems (e.g., Oracle, ERMS, Outlook, Sunrise order entry)
• Ability to independently prioritize work and exercise sound judgment within established guidelines

What’s Needed - Preferred Qualifications:

• Experience working across multiple business units in a shared services or COE environment
• Exposure to change management, system implementations, or UAT testing
• Experience supporting revenue protection, cash‑flow improvement, or DSO reduction initiatives

We Offer:

• Inclusive culture with associate‑led Business Resource Groups
• Flexible PTO (22 days) and Holiday Schedule (7 observed paid holidays + 1 floating holiday)
• Online and Retail Discounts, Company Match 401(k), Physical and Mental Health Wellness programs, and more!

The salary range represents the expected compensation for this role at the time of posting.The specific base pay may be influenced by a variety of factors to include the candidate's experience, skill set, education, business considerations, geography, and internal equity.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.