Collections Representative – Medium/Large (Bilingual)

Job Description

POSITION OBJECTIVE:

The Collections Representative – Medium/Large (Bilingual) will be responsible for proactively using a variety of collection techniques, timely detection of root cause of invoice problems or solicitation of assistance from subject matter experts, understanding of Grainger Canada billing options, development and maintenance of effective internal and external customer relationships and achievement of individual collection targets for their specific customer group of National and Regional customers as well as team targets.

KEY DUTIES AND RESPONSIBILITIES:

• Ability to effectively multi-task and manage high volumes (inbound and outbound) to/from internal and external customers in a professional and courteous manner
• Ability to monitor, communicate and escalate known risk using a variety of tools while balancing the need to facilitate profitable sales growth and relationship building using sound knowledge of customer and economic conditions
• Accountable for invoice problem resolution and collections performance by leveraging relationships with internal and external customers, utilizing advanced problem resolution skills, appropriate escalation and prevention of reoccurrence via influence to ensure deliverables are met
• Root cause analysis of continual errors with prompt escalation to Financial Services Collection Leadership and Business owner
• Frequent interaction with internal customers to ensure compliance while also balancing the needs of the business in an environment of competing internal/external customer priorities
• Ensure through collaboration that effective, profitable, value added invoicing solutions are understood, offered and maintained in order to grow or sustain business relationships
• Exercise personal judgment, with periodic management inspection, in a large number of medium to large customer facing situations

REQUIRED EXPERIENCE AND QUALIFICATIONS:

• Post secondary diploma in a business discipline
• Must have proven negotiation skills and a minimum of 3 to 5 years’ collections or customer service experience within a large complex national organization
• Must have well-developed communication skills (verbal and written) with a keen eye to process improvement, and experience in project management
• Knowledge of collection guidelines, insolvency processes and limitations under the Privacy Act
• Demonstrated ability to work independently, creatively and maintain a proactive professional focus with strong organizational, planning, and multi-tasking skills
• Bilingual (French / English) is required
• Proficient knowledge of MS Office Professional – Outlook, Excel, and Word.
• Knowledge of SAP or other ERP systems

Grainger strives to be an employer of choice, to attract and retain top diverse talent, and to provide a safe and positive work environment for all of its team members. As part of Grainger hiring process, pre-employment background checks will be required for all external candidates. Internal candidates will be required to undergo a pre-employment background check when they move from a non-driving role to a driving role and/or a director role and above position.

In accordance with Performance Excellence guidelines, team members are encouraged to apply for positions closely matching their experience/background and that are aligned with their Individual Development Plan. Grainger is committed to the principles and practices of employment equity. We invite all qualified women and men, including persons with disabilities, visible minorities, and Aboriginal Peoples to apply for our career opportunities. Accommodations are available on request for all persons with disabilities taking part in the selection process.

Job Requirements

REQUIRED EXPERIENCE AND QUALIFICATIONS:

• Post secondary diploma in a business discipline
• Must have proven negotiation skills and a minimum of 3 to 5 years’ collections or customer service experience within a large complex national organization
• Must have well-developed communication skills (verbal and written) with a keen eye to process improvement, and experience in project management
• Knowledge of collection guidelines, insolvency processes and limitations under the Privacy Act
• Demonstrated ability to work independently, creatively and maintain a proactive professional focus with strong organizational, planning, and multi-tasking skills
• Bilingual (French / English) is required
• Proficient knowledge of MS Office Professional – Outlook, Excel, and Word.
• Knowledge of SAP or other ERP systems

Grainger strives to be an employer of choice, to attract and retain top diverse talent, and to provide a safe and positive work environment for all of its team members. As part of Grainger hiring process, pre-employment background checks will be required for all external candidates. Internal candidates will be required to undergo a pre-employment background check when they move from a non-driving role to a driving role and/or a director role and above position.

In accordance with Performance Excellence guidelines, team members are encouraged to apply for positions closely matching their experience/background and that are aligned with their Individual Development Plan. Grainger is committed to the principles and practices of employment equity. We invite all qualified women and men, including persons with disabilities, visible minorities, and Aboriginal Peoples to apply for our career opportunities. Accommodations are available on request for all persons with disabilities taking part in the selection process.