Customer Relations Manager

Job Description
The Customer Relations Manager will work to align the Statewide (AWP Safety Company) billing and collections team to ensure company standards are achieved by managing and assigning workload(s) and overseeing customer onboarding, invoicing, and assisting with account resolution to ensure timely payments. The Customer Relations Manager is responsible for collaboration across all levels to achieve enterprise and organizational goals.
RESPONSIBILITIES
Oversee the Supervisor and team members and collaborate with other billing and collection teams within AWP Safety to ensure billing and collection standards are being met.
Assist in developing and implementing training for all employees regarding processes and policies.
Meet and maintain collection goals and metrics on a daily and monthly basis.
Evaluate methods and procedures of billing and collection functions to improve efficiency.
Communicate across business units and with Executive leadership on improvements and areas of need to streamline billing and collection operations.
Ensure staff meets production goals while remaining compliant with company standards and performing the essential functions of their position.
Ensure accurate invoicing and verify outstanding account balances.
Work cross-functionally to ensure that complete and accurate information is flowing to the billing and collections team to facilitate timely and accurate invoicing.
Create financial reports related to billing and collection function.
Provide training on systems and processes as requested.
Investigate and resolve escalated customer issues.
Provide excellent customer service to internal and external customers.
Effectively communicate with internal management when necessary to accelerate the billing and collection processes.
Conduct performance evaluations for subordinate team members according to organizational guidelines.
Perform other duties and/or special projects as assigned.