Supervisor, Credit Services - Account Services & Maintenance

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Position Purpose:

Role Summary

The Account Services & Maintenance Supervisor oversees the daily operations of the credit services support team, focusing on high-touch account administration, platform governance, and premier customer care. This role ensures a seamless "white glove" service experience for customers, manages inbound support queues, and serves as the internal subject matter expert and administrator for the Bectran platform. Additionally, this supervisor is responsible for driving team training programs and managing system user access requirements to ensure operational compliance.
 

Key Responsibilities

• White Glove Customer Support: Direct and coach the team in providing premium, high-touch "white glove" service to accounts, ensuring immediate, accurate, and professional handling of account inquiries and onboarding.
• Inbound Call Queue Management: Manage and monitor the daily inbound call queues and support pipelines, tracking performance metrics to ensure rapid response times, low abandonment rates, and first-contact resolution.
• Bectran Platform Maintenance: Serve as the primary functional administrator for the Bectran credit management system; manage workflow configurations, monitor automated tasks, handle platform maintenance, and ensure data synchronization with the ERP.
• User Access & Provisioning: Oversee and manage user access requirements for Bectran and related credit modules, ensuring role-based access controls are strictly enforced, audited, and aligned with company compliance policies.
• Training & Development: Design, maintain, and deliver comprehensive training programs for new hires within the department, while providing ongoing system and process training for internal credit staff and commercial sales partners.
• Account Data Maintenance: Audit and oversee daily account maintenance activities—including corporate hierarchy updates.
   

Direct Manager/Direct Reports:

• This Position typically reports to the Manager, Trade Credit Services
• This Position has up to 8 Direct Reports

Travel Requirements:

• Typically requires overnight travel less than 5% of the time.
   

Physical Requirements:

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions, there may be a need to move or lift light articles.

Working Conditions:

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications:

• Must be 18 years of age or older
• Must be legally permitted to work in the United States
   

Preferred Qualifications:

• Working knowledge of Microsoft Office Suite
• Demonstrated ability to collaborate and work effectively with cross-functional teams
• Ability to draw accurate conclusions from financial documentation
• Ability to negotiate, handle complaints, settle disputes, and resolve grievances with both internal and external customers
• Excellent written and verbal communication skills
• Consumer & Commercial Credit underwriting experience; An understanding and knowledge of the principles/disciplines of commercial underwriting and credit program administration.
• Strong analytical skills with experience transforming data into actionable information.
• Exhibited ability to work independently.
• A strong grasp of credit and customer service/call center management skills. Able to manage/coordinate customer servicing levels. Understands how to structure and manage staffing, manage collections and effective receivables management relative to operational structure and servicing needs.
• 1+ year of previous leadership experience strongly preferred.
• Track record of successfully managing and delivering multiple, simultaneous projects.
• Able to strategically analyze, define, and solve business problems and opportunities. Exhibited ability to work independently, and as part of a larger group of teams
   

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
   

Preferred Education:

• The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
   

Minimum Years of Work Experience:

• 4
   

Preferred Years of Work Experience:

• 4

Minimum Leadership Experience:

• 1
   

Preferred Leadership Experience:

• 1

Certifications:

• None
   

Competencies:

• Directs Work
• Self-Development
• Builds Effective Teams
• Drives Engagement
• Ensures Accountability
• Instills Trust
• Communicates Effectively
• Customer Focus
• Drives Results