Payment Resolution Supervisor

Company / Location Information

A.O. Smith is a global leader applying innovative technologies and energy-efficient solutions to products manufactured and marketed worldwide. The company is one of the world’s leading manufacturers of residential and commercial water heating equipment and boilers, as well as a manufacturer of water treatment products for residential and light commercial applications. A. O. Smith is headquartered in Milwaukee, Wisconsin, with approximately 12,000 employees at operations in the United States, Canada, China, India, Mexico, the Netherlands, and the United Kingdom.

Primary Function

This position is responsible for supervising all aspects involving and pertaining to the payment resolution team responsibilities. This includes but not limited to management of proof of performance claims (POP), product return authorizations, credit and debit requests, price adjustments, and deductions for both internal and external customers.  Supervisor II will be responsible for addressing complex customer situations and maintaining cycle times for customer rebates.

Responsibilities

• Supervise the team’s coordination efforts with order management, pricing, accounts receivable, and collection teams to resolve customer deductions and disputes. This includes decision making and approval of credits, debits, and denial of claims if warranted
• Establish key metrics for the team around cycle times for customer deductions, rebates, pricing adjustments and returns
• Identify process improvement projects and coach the team to implement solutions improving the team’s key metrics
• Ensure the success of current RPA processes (POP rebates) and identify future opportunities for automation.
• Work with BTS teams on implementing RPA for Payment Resolution processes – will include but not limited to:  preparing full process maps, identifying key risks, and preparing thorough test plans
• Collaborate with Cash Application and Collection Supervisors to expedite customer payment issues
• Work with accounting to resolve billing issues for financial close
• Perform month-end close duties for North American Water Heating and North American Water Treatment segments
• Track and monitor backlogs for all team processes
• Ensure that the team follows all guidelines while providing the highest level of integrity and productivity
• Develop relationships and communicate detailed results to management, the sales team, and our manufacturing representatives
• Promote the professional growth of each individual team member
• Ability to adapt to shifting priorities to meet department metrics and targets

Qualifications

• Bachelor’s degree in Accounting, Finance, or related field strongly preferred. Will consider candidates with and Associates Degree and/or equivalent years of related experience in lieu of degree.
• 3+ years of related work experience
• 1-2 years of proven supervision and/or leadership experience.
• Ability to develop and motivate a team
• Ability to communicate effectively to a variety of audiences, with the ability to provide support and direction.
• Knowledge of SAP  preferred or related.

Additional Qualifications:

• Strong analytical and problem solving skills
• Attention to detail and desire to provide quality service to both internal and external customers
• Dependable and able to meet time sensitive goals
• Employing sound decision-making skills, establishing, and following guidelines
• The ability to thrive in a fast-paced, ever-changing environment
• Solution-oriented and positive mindset that openly embraces change and stretch goals
• Identify steps to improve area operations, efficiency, and service to both internal and external customers
• Professional face-to-face, telephone, and email communication skills
• Experience with Microsoft Excel, Word, Outlook and Microsoft 365 Teams.

Education

We Offer

Competitive compensation package and comprehensive benefits plans which include medical and dental insurance, company-sponsored life insurance, retirement security savings plan, short- and long-term disability programs and tuition assistance. 

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ADA Statement & EEO Statement

In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

We consider all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, marital or military status. We also provide reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.