Lead Credit & Collections Representative

Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

Job Description

Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, growing efficiency in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our distributed team delivers an outstanding combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands. For more information, please visit www.thermofisher.com.

Position Summary:

The Lead Credit & Collections Representative will be responsible for the collection of debt on an allocated portfolio of customers, alongside the end-to-end credit management tasks, including the calculation, approval and maintenance of credit limits for new and established customer accounts, and where required, performing regular 'order hold' review and decision making.

Given the level of seniority associated with this position, the portfolio will have a significant level of complexity and the individual will act as the primary point of contact within the team and will lead conference calls involving a diverse range of customers to address and resolve issues related to disputes, non-payment, or account reconciliation.

The role would suit a candidate with excellent rapport building ability, strong verbal and written communication skills and the ability and passion to achieve critical metrics.

Responsibilities:

• Perform checks and evaluate credit limits on new and existing customer accounts within the designated portfolio in line with company policy.
• Carry out necessary procedures to place accounts on hold on assigned accounts, and closely monitor them to ensure timely release of orders upon receipt of payment or appropriate evidence.
• Liaise with other departments and communicate credit hold or block decisions to all relevant parties.
• Update core systems manually to accurately reflect credit limits, hold status, etc.
• Proactively contact customers, primarily by telephone, to ensure invoice processing and timely payments have been scheduled.
• Plan and prioritise customer calls regularly to maximise collections on the largest open invoices.
• Review customer accounts on a regular basis and work with Sales and Customer Services to resolve problem accounts and determine when accounts should be placed on hold.
• Log, supervise and coordinate customer complaints by liaising with the relevant functions to ensure prompt resolution.
• Arrange and lead internal and external customer meetings to address and resolve issues related to disputes, non-payment, or account reconciliation.
• Allocate credits in consultation with Cash allocation team, Customer Services and customers.
• Consistently meet assigned targets and fulfil Service Level Agreements (SLAs).
• Ensure collection software is updated at all times with regards to actions taken, follow-ups needed, dispute reporting and most recent customer contact details.
• Ensure the performance of all tasks is carried out in accordance with company policies, internal controls and Sarbanes-Oxley requirements.

• Additional tasks include:
  • Assist the cash application team where required (remittance request etc.).
  • Assist with the company's e-invoicing process, if relevant.
  • Train and mentor new employees joining the Order-to-Cash (OtC) department.
  • Support with the creation and update of process documentation and training materials for processes, as needed.
  • Participate actively to projects - including department or cross-functional projects.
  • Act as backup or escalation point for the Line Manager as required.
  • Be the primary point of contact within the team for junior colleagues seeking assistance with operational inquiries.
  • Coordinate with both Internal and External Audit teams to facilitate testing procedures.
  • Other additional duties or tasks may be assigned periodically by the Line Manager.

Skills & Qualifications Required:

• Skills:

This position interacts with various levels of customers, and therefore effective and confident communication skills are required to effectively address issues, provide updates and lead successful customer negotiations.

Proven attention to detail and accuracy.

Demonstrated proficiency in collaborating effectively with a wide range of people to achieve common goals.

Ability to work independently in order to resolve complex issues and perform first level escalations.

Comfortable in a fast-paced environment.

Strong organisational and time management skills to ensure prioritisation and timely completion of tasks and efficiency in handling multiple responsibilities simultaneously.

Problem-solving and analytical ability.

Sound judgment and decision-making skills.

Willingness to train and mentor newcomers.

Good understanding of the process improvement methodology.

Thorough working knowledge of relevant accounting systems, policies and procedures and proven expertise in credit & collections processes.

• Qualifications and experience:

Fluent in English and if specified, another European language is required.

University or College degree / degree in accounting or finance is an advantage.

Previous experience in Credit and or Collections dealing with Governmental as well as Commercial customers is required.

Relevant software application proficiency is required (e.g., Oracle E1, SAP, CForia, etc.).

Excellent digital literacy and knowledge of the Microsoft Office software is required (Outlook, Excel, PowerPoint, etc.).

At Thermo Fisher Scientific, each one of our 100,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission - enabling our customers to make the world healthier, cleaner and safer.

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.