Softchoice is a software-focused IT solutions and services provider seeking a Supervisor, Accounts Receivable (Bilingual) to lead a team of AR representatives and drive collections performance through clear targets, strong customer engagement, and disciplined execution of key performance indicators (KPIs).
Requirements
- Champion and consistently enforce the Accounts Receivable collection policies and procedures
- Ensure full compliance with AR guidelines, controls, and procedures.
- Lead, coach, and manage a team of Accounts Receivable collectors to drive consistent, high-quality collection performance.
- Establish, monitor, and review weekly collection KPIs, including customer touches, past-due reductions, and collection effectiveness.
- Actively support the team by participating in collection activities and modeling best-practice behaviors.
- Foster a performance-driven, accountable, and collaborative team environment.
- Resolve disputed or challenging receivables through effective negotiation, problem-solving, and stakeholder collaboration.
- Escalate issues appropriately to internal leadership or external customer executives when required.
- Act as the primary escalation point for complex, sensitive, or high-risk collection matters.
- Partner closely with Sales and internal stakeholders to support timely payment resolution and minimize risk.
- Develop and maintain strong professional relationships with customers and internal account representatives.
- Champion and consistently reinforce Softchoice's collections practices and expectations with customers.
- Review at-risk accounts with collectors weekly and drive action plans to mitigate exposure.
- Manage a designated portfolio of customer accounts, ensuring timely follow-up and resolution of overdue balances.
- Monitor customer payment behavior and proactively address trends impacting cash flow or delinquency.
- Manage and monitor individual and departmental monthly collection targets.
- Drive consistent progress toward receivables reduction goals and improved DSO performance.
- Ensure accountability and follow-through against commitments and action plans.
- Identify training and development needs related to collections techniques, negotiation skills, and customer engagement.
- Provide ongoing coaching, feedback, and performance guidance to collectors.
- Support continuous improvement initiatives within the collections function.
- Demonstrate flexibility and adaptability within a fast-paced IT sales and services environment.
- Provide ad hoc analysis, reporting, or operational support related to collections as requested by management.
- Create an engaging and inclusive team environment for your direct reports.
- Hold regular team meetings and 1:1s; connect team members to relevant programs and resources.
- Support career growth through development plans, goal-setting, and ongoing feedback.
- Provide support on complex customer situations and escalations.
- Coach and develop the team using a human and inspiring coaching model.
- Run periodic pulse surveys and implement action plans to improve engagement.
- Ensure coverage during Canadian and U.S. holidays and during month/quarter/year-end periods.
- Manage scheduling, vacations, and absence tracking.
Benefits
- Medical and Dental Care
- Employee & Family Assistance Program
- RRSP/DPSP Retirement Savings Plan with Company Matching
- Life and Disability Insurance
- Paid Time Off: Vacation and Sick Leave, Holidays, Parental Leave, Volunteer Days, Bereavement Leave
- Employee Discount Program
