Sr. Manager Customer Service - Order to Cash

Job Summary:

The Customer Service-Order to Cash is responsible for overseeing the entire order-to-cash cycle, ensuring timely and accurate processing of customer orders, invoicing, collections, and cash application. This role requires managing a team, optimizing processes, and collaborating cross-functionally to enhance customer satisfaction and financial performance. The role will assist FCA Packaging in growth efforts by understanding customer requirements, meeting customer and company needs and leading a team. This role will utilize strong verbal and written skills to partner with sales, IT, operations and finance.

Duties and responsibilities:

• Process Management: Oversee and streamline the end-to-end process, including order management, invoicing, collections, and cash application. Ensure compliance with customer contracts and company policies and procedures.
• Team Leadership: Lead, mentor, and develop a team of leaders in the Customer Order and Accounts Receivable groups.
• Customer Relationship Management: Act as a point of contact for escalated customer issues related to order processing and collections. Build and maintain strong relationships with key customers to ensure satisfaction and resolve disputes.
• Performance Metrics: Monitor and analyze key performance indicators (KPIs) related to the process, such as Days Sales Outstanding (DSO), order fulfillment accuracy, and collection efficiency. Implement improvements as needed.
• Process Improvement: Identify opportunities for process improvements and automation within the department. Lead initiatives to enhance operational efficiency, reduce cycle times, and minimize errors. Learn multiple systems and identify best practices among teams and facilities
• Collaboration: Work closely with sales, customer service, Plants and finance teams to ensure accurate and timely order processing.
• Compliance and Controls: Ensure adherence to internal controls and compliance with financial regulations and company policies. Conduct periodic audits to assess process effectiveness and compliance. Maintain and sustain quote database for all products and services

Required Skills/Abilities:

• Strong understanding of the order to cash process and accounting principles
• Strong analytical skills and ability/willingness to learn
• Self-starter with passion for excellence and continuous improvement