Credit and Collections Associate TOTE Resources | Jacksonville, FLDepartment: Credit and CollectionsPosition Type: Full-Time, Non-ExemptReports To: Credit & Collections SupervisorSchedule: Hybrid Schedule – 4 Days In Office, 1 Day Remote (After Onboarding and Training) | Standard Business Hours Join a Team That Keeps Business Moving TOTE Resources is seeking a detail-oriented, customer-focused, and analytical Credit and Collections Associate to join our Credit and Collections team in Tacoma, Washington. In this role, you will support the efficient collection of receivables across TOTE Group companies by resolving outstanding account issues, facilitating customer communication, and ensuring timely payment of invoices. You will manage a diverse portfolio of customers ranging from small businesses to Fortune 500 organizations, while partnering with internal stakeholders to deliver outstanding customer service and financial support. At TOTE Resources, we are committed to our core values of Safety, Operational Excellence, Customer Experience, and Colleague Experience. If you enjoy problem-solving, relationship building, financial analysis, and customer engagement in a fast-paced environment, we encourage you to apply. What You'll Do Account Management & Collections
- Manage a portfolio of assigned customer accounts and maintain a thorough understanding of account activity, payment history, and outstanding balances.
- Develop and execute collection strategies to ensure timely payment of receivables.
- Monitor delinquent accounts and escalate issues as appropriate.
- Support the collection of Demurrage, Chassis, and Energy-related charges.
- Manage Cash-on-Delivery (COD) collections to ensure payment is received prior to cargo release.
- Maintain accountability for collection performance and account resolution.
Customer Communication & Relationship Management
- Communicate with customers regarding account status, outstanding balances, payment arrangements, and billing inquiries.
- Utilize customer payment portals for invoice uploads, follow-up activities, and issue resolution.
- Develop an understanding of customer accounts payable processes to minimize payment delays.
- Build and maintain strong relationships with customers and internal business partners.
- Deliver professional, responsive, and solution-oriented customer service.
Dispute Resolution & Analysis
- Investigate customer disputes, payment discrepancies, and billing concerns.
- Analyze account histories, payment trends, and outstanding issues.
- Determine the validity of disputes based on contractual obligations and company policies.
- Resolve valid disputes and provide clear explanations for dispute determinations.
- Partner with cross-functional teams to remove barriers to payment and improve customer satisfaction.
Credit Administration & Compliance
- Distribute credit applications and coordinate collection of supporting documentation.
- Submit information for customer credit reviews and evaluations.
- Maintain accurate customer account documentation and records.
- Investigate overpayments and facilitate customer refund processing.
- Ensure compliance with departmental procedures, financial controls, and company policies.
- Support continuous process improvement initiatives.
Team Support & Special Projects
- Respond to inquiries from internal stakeholders in a timely and professional manner.
- Assist with departmental operations in the absence of the Credit & Collections Manager.
- Participate in special projects and process improvement efforts.
- Collaborate with business partners across multiple departments to achieve organizational goals.
Qualifications
- High School Diploma or GED required; Associate's Degree in Business or a related field preferred.
- 2 - 4 years of collections experience, preferably supporting large B2B (business-to-business) customer accounts.
- Experience with accounts receivable, collections, customer account management, or credit operations preferred.
- Experience utilizing customer payment portals, collections systems, and credit review processes preferred.
- Strong customer service and relationship management skills.
- Excellent verbal and written communication abilities.
- Strong analytical, problem-solving, and organizational skills.
- Ability to prioritize competing deadlines and manage multiple priorities.
- Ability to handle confidential information with professionalism and discretion.
- Experience collaborating with sales teams and cross-functional business partners preferred.
- Bilingual English/Spanish candidates are encouraged to apply.
Technical Skills
Proficiency with:
- Microsoft Excel (sorting, formulas, pivot tables)
- Microsoft Word
- Microsoft Outlook
- Microsoft Teams
Knowledge, Skills & Abilities
The ideal candidate will demonstrate:
- Strong understanding of collections, accounts receivable, and customer account management practices.
- Knowledge of Order-to-Cash (O2C) processes and financial operations.
- Excellent customer service and relationship-building skills.
- Strong analytical, investigative, and problem-solving abilities.
- Ability to effectively manage and resolve customer disputes.
- High attention to detail and commitment to accuracy.
- Strong organizational and time-management skills.
- Sound judgment and decision-making capabilities.
- Ability to work effectively in a deadline-driven environment.
- Ability to collaborate across departments and organizational levels.
- Professionalism, empathy, and tact when navigating challenging customer situations.
Compensation & Benefits Compensation is based on factors including education, experience, location, and job-related qualifications.
Benefits
TOTE Resources offers a competitive benefits package including:
- Medical, Dental & Vision Insurance
- 401(k) with Company Match
- Paid Time Off & Paid Holidays
- Tuition Reimbursement
- Life & Disability Insurance
- Employee Assistance Program (EAP)
- Parental Leave Benefits
- Annual Discretionary Bonus Eligibility
Why Join TOTE Resources? At TOTE Resources, we offer more than just a job. We provide the opportunity to build a rewarding career with an industry-leading transportation and logistics organization.
- Career Growth and Development Opportunities
- Hybrid Work Flexibility
- Collaborative and Supportive Team Environment
- Competitive Compensation and Benefits Package
- Opportunity to develop expertise in Credit, Collections, and Accounts Receivable Operations
- Stable and Well-Established Organization
- Meaningful work supporting critical business functions across the TOTE family of companies
Work Environment This position operates primarily in a professional office environment.
- Regular interaction with customers, internal departments, and business partners.
- Standard business hours.
- Fast-paced environment requiring strong prioritization, communication, and organizational skills.
Physical Requirements Physical Effort
- Most work requires normal physical effort.
Manual Dexterity
- Regular use of computers and standard office equipment.
- Frequent use of spreadsheets, reporting tools, customer portals, and financial systems.
- Ability to prepare correspondence, analyze data, maintain records, and perform administrative duties.
Equal Opportunity Employer TOTE Resources is an Equal Opportunity Employer, Affirmative Action Employer, and VEVRAA Federal Contractor. We are committed to fostering a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other status protected by applicable law. TOTE Resources is a drug-free workplace and participates in the E-Verify Employment Verification Program.
