Customer Excellence & Accounts Receivable Specialist

ASRaymond; Maumee (OH); Hybrid; USD 42,000 - 64,000; Full time

Job summary

ASRaymond is seeking a Customer Excellence & Accounts Receivable Specialist in Maumee, OH. The role blends customer service excellence with collections management, requiring cross-functional collaboration with Accounting, Billing, Sales, and Operations to ensure a superior customer experience and timely payments.

The ideal candidate will split time between customer account management and collections, acting as a proactive problem-solver who strengthens relationships while driving process

Qualifications

• 3–5 years of experience in customer service, AR, collections, inside sales, or related functions.
• Experience in a B2B manufacturing, industrial, or distribution environment.
• Strong verbal and written communication, professional interaction at all levels.
• Strong negotiation, conflict resolution, and relationship-building skills.
• Excellent analytical and problem-solving abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Office (Excel, Outlook, Word).
• Experience with ERP systems and customer account management tools.
• Strong attention to detail and ability to work independently.

Responsibilities

• Serve as primary customer contact via phone and email.
• Manage customer inquiries related to orders, pricing, delivery, product availability, and service concerns.
• Support new and existing customer relationships with timely, professional responses.
• Track and report customer service metrics for continuous improvement.
• Oversee collections activities, reconcile accounts, and resolve disputes to drive timely resolutions.
• Coordinate with Accounting, Billing, Sales, and Operations to ensure smooth customer experience.

Skills

Customer service

Accounts receivable

Collections

Negotiation

Communication

Analytical

Multitasking

MS Office

Education

High school diploma or associate’s degree

Tools

Excel

Outlook

Word

ERP systems

Job description

ASRaymond has an exciting opportunity for a Customer Excellence & Accounts Receivable Specialist in its Maumee, OH location. This hybrid role combines customer service excellence with accounts receivable management and collections. The ideal candidate will serve as a key customer contact while partnering with Accounting, Billing, Sales, and Operations to ensure outstanding customer experience and timely payment of outstanding invoices.

This position is approximately 50% focused on customer account management, order support, and customer experience, and 50% focused on collections, dispute resolution, and accounts receivable recovery. The successful candidate will be a proactive problem-solver who can build strong customer relationships, identify opportunities for process improvement, and effectively manage collections activities while maintaining a customer-first approach.

Key Responsibilities

Customer Excellence 50%

• Develop and maintain a customer-focused experience that delivers a high level of service while ensuring compliance with company policies and procedures.
• Serve as a primary point of contact for customers through phone and email communication.
• Manage customer inquiries related to orders, pricing, delivery schedules, product availability, and service concerns.
• Support new and existing customer relationships by providing timely and professional responses.
• Execute customer opportunities effectively, mitigate business risks, and incorporate lessons learned to improve customer experiences.
• Actively gather and communicate Voice of the Customer (VOC) feedback to improve processes and strengthen customer relationships.
• Collaborate with Sales, Operations, Supply Chain, Engineering, and other business functions to ensure seamless customer experience.
• Support outside sales representatives by assisting with customer inquiries, quote follow-up, order management, and account support.
• Track and report on key customer service metrics and identify opportunities for continuous improvement.

Accounts Receivable & Collections 50%

• Monitor open customer and supplier orders and provide status updates to internal stakeholders.
• Oversee and administer Accounts Payable systems and act as an escalation point for Genpact.
• Communicate with customers regarding past-due balances and investigate payment delays, billing discrepancies, deduction claims, disputes, and other account-related issues to drive timely resolution.
• Partners with Accounting, Billing, Sales, and management teams to reconcile accounts, resolve outstanding issues, support credit hold reviews, and develop strategies for high-risk accounts.
• Support customer excellence activities by processing Return Material Authorization (RMA) requests, coordinating return approvals, and assisting with the resolution of return-related inquiries and transactions.

Skills & Qualifications:

• Minimum of 3-5 years of experience in customer service, accounts receivable, collections, inside sales, or related business functions.
• Experience working in a B2B manufacturing, industrial, or distribution environment.
• Strong verbal and written communication skills with the ability to interact professionally at all levels of customer and internal organizations.
• Strong negotiation, conflict resolution, and relationship-building skills.
• Excellent analytical and problem-solving abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Office applications, particularly Excel, Outlook, and Word.
• Experience working with ERP systems and customer account management tools.
• Strong attention to detail and ability to work independently.

Education:

• High school diploma or associate’s degree in business, or related field, or the equivalent post-high school education is desired.

Physical Demands:

The characteristics listed below are representative of the physical demands required by an individual to successfully perform the essential duties of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential duties.

• While performing the duties of this job, the employee is regularly required to stand, walk, and sit; use hands and fingers to handle paperwork, boxes, files, cabinets, or feel; and reach with hands and arms.
• The employee is frequently required to talk and/or hear.
• Specific vision abilities required by this job include close vision, color vision, depth perception, and ability to adjust focus.
• The characteristics listed below are representative of the work environment typically encountered by an individual while performing the essential duties of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential duties.
• While performing the duties of this job, the employee has exposure to a normal office environment.