Customer Relations (Billing) Manager

Based in Northeast Ohio, AWP Safety, is a rapidly growing national safety services provider committed to protecting our customers’ people, business, and time. AWP is America’s Traffic Control Leader, representing nearly every major public utility: electric, gas and telecommunications.

AWP Safety has been the leading provider and innovator of traffic control solutions since our inception in 1993. Our main goal is to improve processes by continually establishing best practices for productivity and cost effectiveness. Driving added value to our customers through the talented execution of our employees and the pursuit to provide extraordinary service for our customers is what has built our company and its national reputation for integrity.

AWP SAFETY CORE VALUES

Ownership, Trust, Teamwork

The Customer Relations Manager will work to align the billing and collections team to ensure company standards are achieved by managing and assigning workload(s) and overseeing customer onboarding, invoicing, and account resolution to ensure timely payments. The Customer Relations Manager is responsible for collaboration across all levels to achieve enterprise and organizational goals.

RESPONSIBILITIES

• Oversee the Supervisor and team members and collaborate with other billing and collection teams within AWP Safety to ensure billing and collection standards are being met.
• Assist in developing and implementing training for all employees regarding processes and policies.
• Meet and maintain collection goals and metrics on a daily and monthly basis.
• Evaluate methods and procedures of billing and collection functions to improve efficiency.
• Communicate across business units and with Executive leadership on improvements and areas of need to streamline billing and collection operations.
• Ensure staff meets production goals while remaining compliant with company standards and performing the essential functions of their position.
• Ensure accurate invoicing and verify outstanding account balances.
• Work cross-functionally to ensure that complete and accurate information is flowing to the billing and collections team to facilitate timely and accurate invoicing.
• Create financial reports related to billing and collection functions.
• Provide training on systems and processes as requested.
• Investigate and resolve escalated customer issues.
• Provide excellent customer service to internal and external customers.
• Effectively communicate with internal management when necessary to accelerate the billing and collection processes.
• Conduct performance evaluations for subordinate team members according to organizational guidelines.
• Perform other duties and/or special projects as assigned.

• High School Diploma or GED required; Bachelor's degree preferred
• 5-7 years total accounts receivable and billing experience, 3+ in a supervisory role, is required
• Construction invoicing / collections oversight experience preferred
• Prior leadership/management experience preferred
• Ability to work in a fast-paced environment and quickly shift priorities
• Organized with an intense focus on accuracy and attention to detail
• Problem-solving skills and critical thinking skills
• Excellent written and verbal communication skills with the ability to interact effectively with all levels of management, employees and clients
• Basic knowledge of accounting principles and terminology; strong math skills
• Outgoing & assertive personality
• Proficient with Microsoft Office Products (Excel, Word)
• Experience with Microsoft Dynamics 365 software preferred, but not required

WORK ENVIRONMENT AND PHYSICAL DEMANDS

Employee must be able to successfully handle the physical demands of this position, which include the following:

• Hours of operation are typically 8 a.m.- 5 p.m., M-F
• ~45-hour work week
• Primarily sedentary or working at a desk
• 115k-125k DOE
• Occasionally lift and move 10-25 pounds
• While performing duties of this job, the employee is regularly required to talk or hear
• Proficient literacy
• The employee frequently is required to stand, walk, or reach with hands and arms

AWP Safety is an Equal Opportunity Employer (EOE). Women, minorities, veterans, and individuals with disabilities are encouraged to apply. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status or disability.