Credit & Collections Representative III

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Join our Credit & Collections team at Thermo Fisher Scientific and contribute to supporting business growth while managing financial risk. As a Senior Credit & Collections Representative, you'll handle an allocated portfolio of customers, managing end-to-end credit management tasks including evaluating credit limits, reviewing orders on hold, and ensuring timely debt collection. You'll work collaboratively across departments to optimize cash flow while maintaining strong customer relationships. This role offers opportunities to participate in process improvement initiatives, mentor team members, and drive operational excellence.

Key Responsibilities

• Manage customers within a portfolio categorized as medium complexity.

• Complete assigned work and priorities by applying established policies, data, and resources, while collaborating with managers, colleagues, internal customers, and other stakeholders involved in the processes.

• Maintain corporate customer account information up to date according to the categories and service levels established by Thermo Fisher Scientific, while maintaining appropriate communication to provide visibility into processes and actions related to the customer.

• Accurately code predefined collection activities in the appropriate system to provide visibility into the status of customer invoices.

• Execute collection strategies established by management through account analysis and appropriate follow-up according to established processes.

• Manage the assigned email inbox effectively, demonstrating an appropriate sense of urgency, prioritization, organization, and strong customer service.

• Reconcile customer account statements for medium-complexity portfolios, including existing debits and credits, to identify past-due balances and overdue invoices. Provide customers with updated account statements to maintain visibility and help prevent balances from becoming uncollectible.

• Identify and analyze credit notes, debit notes, and incorrectly applied or unapplied cash, and coordinate with the appropriate department to determine the required action to reconcile the account or process customer refunds when applicable.

• Ensure customer invoices are correctly submitted through established customer portals or delivered via email, as required.

• Facilitate credit card invoice payments through the appropriate department (Cash Applications) when requested by the customer, as an exception and with supervisor approval.

• Effectively use company billing systems as well as customer systems and portals.

• Partner with internal and external customers to provide visibility into account status. The preferred first method of communication should be by phone, followed by email, chat, or other available communication channels.

• Notify and collaborate with the appropriate departments when customer claims or disputes arise to facilitate resolution and support the collection process.

• Serve as a primary point of contact for customers regarding collection-related inquiries and appropriately redirect other inquiries to the responsible department or individual for resolution.

• Inform the supervisor of potentially uncollectible accounts after the complete collection process and all reasonable follow-up efforts have been exhausted, allowing the account to proceed to the next collection stage, such as an external collection agency or Legal department.

• Support customer account investigations, demonstrating strong attention to detail to facilitate and expedite Credit & Collections processes.

• Participate in updating process documentation and supporting materials as required.

• Identify process improvement opportunities within the department and propose solutions and best practices.

• Participate in additional projects related to daily responsibilities and process improvements, with the objective of further developing analytical and problem-solving skills.

• Support the training and onboarding of new employees regarding established processes and policies.

• Provide support and perform other duties as required based on business needs.

• Comply with the company's standards of ethics and integrity and follow established company policies and procedures.

Basic Qualifications

• Technical degree or currently pursuing a bachelor's degree in Accounting, Business Administration, or a related field.

• 3+ years of relevant experience in Credit & Collections, Accounts Receivable, Finance, or a related area.

• Experience working in a Shared Services Center environment is preferred.

• B2 English proficiency.

• Proficiency in Microsoft Office, including Word, PowerPoint, Outlook, and intermediate-level Excel.

• Experience with at least one ERP system, such as Oracle, SAP, JD Edwards, and/or Mainframe.