Job Description

We are looking to hire an experienced Director with Accounting experience, and a strong background in Customer Service / Customer Experience. This role will manage and provide work guidance to the Credit, Cash Application, and Customer Success teams. In this role, the incumbent will ensure the credibility of the Accounts Receivable including managing non-margin reports, while bridging the gap between sales and customer support, expediting response times, and maintaining a “high-level view” of the support process. Additional credit functions including but not limited to research and analysis of credit risks and credit history on Key Accounts and International Business. The incumbent will also be responsible for all Vendor Packages as it relates to credit including terms and volume rebates.

ABOUT OUR COMPANYwww.giftcraft.com

Our company has been in business for over 80 years, and for over 10 years we’ve been named one of Canada’s ‘Best Managed Companies’.

We proudly design, develop, and merchandise thousands of unique sku’s each year, across a growing number of categories including: Home Décor, Seasonal & Every Day Gifts, Fashion, Wellness and many more.

Today we service a network of more than 20K independent, specialty and boutique retailers across North America, as well as fulfill orders for large National Accounts in Canada and the US.

WHAT THIS ROLE WILL DO:

The Director of Credit & Customer Support will be responsible for coaching team members, and helping implement new policies, improve processes, and provide viable solutions to support our company’s strategy for profitable growth, and build close long-term customer relationships that drive loyalty.

SPECIFIC JOB DUTIES INCLUDE:

team performance; providing staff with coaching and feedback.
the Accounts Receivable specifically the non-margin report and making recommendations to team members on collections and managing order release.
and manage order release reports including credibility of orders submitted as it relates to credit release.
and maintain customer loyalty and advocacy by delivering insights and strategic recommendations, throughout the customer lifecycle, and in alignment with Giftcraft business goals.
in resolving customer/order related inquiries or discrepancies by collaborating closely with the Customer Service and Sales Teams.
reports for the Executive which include maintaining dating statistics, non-margin reports and performance, credit card analysis, bad debt management, bad debt reconciliation.
General Ledger and Accounts Receivable Sub ledger in balance.
volume rebate contracts, issuing credits and or payments for rebates and reconciliation for those accounts. Ensuring accounts are current prior to issuing rebates.
Volume Rebate reconciliation including preparation of Accrued Volume Rebate Schedule.
Debt Allowance at Year-End.
for Key Accounts (Including International Accounts) making collection calls on overdue accounts, reconciliation of account discrepancies, establishing credit limits and negotiating payment schedules.
review of High-Risk Accounts and large receivables through Credit Risk Resources such as Retail Inc.
with Credit Card Management including Compliance.

WHAT YOU NEED TO BRING:

5 years of experience in a credit role, with direct industry experience B2B - Business-to-business and B2C – Business to Consumer.
years of experience in Customer Success or Account Management.
with NetSuite ERP would be a very strong asset.
with retail services or wholesale industry Collections; focusing on tangible merchandise. Preferably consumer goods, across CANADA and the US.
supervising or coaching mid sized teams of professionals.
with working with Collection Agencies including negotiating contracts, filing Bankruptcy Claims and sourcing relevant Retail Credit resources.
curious and dedicated to customer satisfaction with experience translating customer requests into action.
with order release, setting credit limits, negotiating terms of payments, and Accounts Receivables and general Reconciliation.
decision-making skills and a talent for solving complex situations involving cross-functional teams.
Proficient with Microsoft Office Suite (Outlook, Word, Power Point); advanced Excel skills (formulas, formatting, charting, pivot tables and reporting).
in Accounting Practices up to and including Trial Balance.
effective communication and interpersonal skills; with clear diction, confidence, and a friendly vocal image.
customer service oriented; focus on customer satisfaction, retention and loyalty.
to collaborate and work well in a team-oriented environment specifically Customer Relations.
to work shifts as assigned within an in some cases, extended hours of operation.
attention to detail and deadline oriented
(English/French) will be considered a strong asset.

Job Types: Full-time, Fixed term contract
Contract length: 3 months

Pay: $110,000.00-$135,000.00 per year

Benefits: