Work Schedule

Environmental Conditions

Job Description

Code: FNC.AREC.A0 3                                                           

Department: Order to Cash

Salary Band: 3                                                                             

Job title: Associate                   

Job Location: Lagunilla, Heredia.                                                      

Number of direct reports: N/A

General Purpose of Position:

The “Collections Representative III” plays an important role in the “Order to Cash” department, as it aims to ensure the collection of payments from customers on time taking into consideration company goals.

The position is responsible for contacting customers to perform the collection process, keep account information up to date in the established systems and provide visibility or call out, if necessary, the accounts that need credit analysis.

Ensures the correct and timely entry of invoices into the various portals established by customers to drive payment of invoices and support the collections department in meeting corporate objectives.

Main Responsibilities

- Management of clients with a portfolio categorized as medium complexity.

- Completes assigned work and priorities through the use of policies, data and resources; collaborating with managers, co-workers, internal customers and others involved in the processes.

- Maintain up to date corporate customer account information according to the categories and service level established by Thermo Fisher Scientific, as well as maintaining the necessary contact to provide insight into processes or efforts being performed for this customer.

- Perform the coding process of the activities already predetermined in the corresponding system, to give visibility of the status of the customer's invoices.

- Align with the collection strategies established by the management, through the analysis of the accounts, the follow-up of the respective and established process.

- Lead own email inbox; this requires an appropriate follow up and prioritization, good customer service and organization.

- Reconcile customer statements (medium complexity portfolio), with existing debits and credits, to identify those with overdue balances or overdue invoices, and share the updated statement with the customer to keep them advised. This in order to prevent them from becoming uncollectible.

- Identify and analyze credit notes, debit notes and cash not properly applied to advise the appropriate department how to proceed, to bring the statement to zero balance or otherwise return the cash to the customer.

- Facilitate or ensure that customer invoices are correctly entered in the portals established by them or sent by email.

- Facilitate payment of invoices by credit card with the relevant department (Cash Apps) when requested by the customer, under exception and approval of the supervisor in charge.

- Handle the company's billing systems as well as customer systems.

- Be an ally of internal or external customers, to provide visibility of account status. Preferably as a first channel use the phone, then email, chat or any other means available with customers involved in the processes.

- Inform the corresponding departments when various claims arise from customers that generate disputes in order to reach a resolution of the collection process.

- To be the point of contact of the clients, to attend in the best way the collection queries or to redirect the queries of other cases to the department or person in charge for its correct resolution.

- Advise the supervisor of uncollectible accounts, which are resolved when the complete collection process has already been carried out, exhausting all possible means to follow up on the account, in order to be advised to the next collection process with the subcontracted company or legal department.

- Support customer inquiries, attentive to detail in order to expedite the credit and collection process.

- Participate in updating process documentation or process support documentation when required.

- Find opportunities to improve the processes related to your department, proposing solutions and standard processes.

- May take on additional projects pertinent to your daily tasks, aimed at improving the same processes in order to further develop your analytical qualities, as well as your analytical skills.

- Support in the training of new employees with respect to established processes and policies.

- Provides support and performs any other request required by the company's needs.

- Aligns with the company's ethics and integrity standards; applying the open door policy in the execution of processes.

Basic Requirements (essential)

- Professional Technician or university bachelor's degree student in Accounting or Administration or similar fields.

- 2 - 3 years of experience in the area.

- Preferably experience in Shared Service Centers.

- B2 level of English.

- MS Office: Word, Power Point, Outlook - Intermediate Excel.

- Experience in at least one ERP (Oracle, SAP, JDEdwards and/or Mainframe).

Additional requirements (not essential)

- Experience in Cforia and/or Get Paid.

Competencies

- Generates customer loyalty: Provides trust between internal and external customers.

- Accepts practical process improvement: Accepts continuous improvement using the internal model to improve processes and tackle problems.

- Focus on growth: Work to meet business objectives.

- Personal Development: Proactively seeks options to develop and may be challenged using both formal and informal development channels.

- Job Knowledge: Understands the stages of their job and demonstrates a confirmed understanding of the business and process.

- Collaboration: Develops relationships and collaborates with others to meet objectives.

- Social Skills: Interacts openly, comfortably and professionally with a variety of people.

- Reliability: Presents professional maturity (timely, productive, attention to detail, integrity) and ensures that tasks are accomplished.

- Safety: Places a high value on safety in the workplace for self and others.

- Problem Solving/Decision Making: Seeks appropriate information and uses tools to solve problems, prior to deciding.

Thermo Fisher Scientific Inc. is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. We believe that by accepting individual differences, we can drive innovation and achieve even greater success.

Don't miss this high-reaching opportunity to join a leading global company and make a significant impact on our team. Apply now and be part of our success story!