Responsibilities

• Lead the customer care staff with guidance from Customer Care Manager.
• Report directly to and work with the Customer Care Manager managing all aspects of the Customer Care Team.
• Responsible to ensure all departmental processes and procedures are formalized and documented.
• Responsible to ensure all employees are cross trained in all functions of the department.
• Ability to answer and train staff on all customer inquiries.
• Understand and able to train, as needed, staff on credit procedures, collection calls and all aspects associated with credit.
• Investigate and evaluate new credit applications.
• Evaluate credit worthiness of customers by reviewing credit bureau reports, payment history (if current customer). Researching, gathering information, examining credit risks and assessing credit history.
• Collecting on past due accounts.
• Within policy limits, works out payment plans for past due accounts, referring large cases to the manager for approval.
• Reconcile customer accounts, as needed. Respond to customer inquiries regarding account status, statement/invoice questions, payments etc. within a timely manner. Researching and resolving customer inquiries and disputes.
• Provide superior customer service for all member Patronage Accounts.
• Provide superior customer service when answering all incoming calls.
• Place liens on all eligible accounts within 65 day delivery grace period.
• Manage Cascade Collections, Wilco’s collection service, in regard to NSF checks. Manage collection of NSF accounts with Cascade.
• Prepare and maintain the HGO grower payables. Ensuring accurate payments made to growers on time.
• Foster and build relationships with our HGO growers and Wilco members and customers.
• Prepare, assemble reports and projects as requested by Credit Manager and CFO.
• Assist the Credit Manager in the day to day operations of the Credit department.
• Review and recommend policies and procedures for the credit department.
• Other duties as requested by the Credit Manager and Executive Leadership Team.
• Manage the monthly statements, purchase summaries and invoice mailing.
• Maintain an organized and professional work area.
• And other duties, responsibilities and/or tasks as assigned.

Special Skills & Training

• Ability to handle a variety of tasks accurately with many interruptions.
• Ability to interact effectively with vendors, customers and co-workers.
• Ability to thoroughly operate a computer and other automated office machines.
• Basic accounting knowledge.
• Ability to maintain both accuracy and speed.

Physical Requirements

• No special conditions.

Remote Eligible

Last updated: May 14, 2025 @ 15:59:25