Accounts Receivable (AR) Supervisor

About Mood:

Mood Media is the world’s leading experiential media company, optimizing on-premise retail customer experience and driving significant value for businesses and brands worldwide. With the most comprehensive suite of fully integrated solutions, Mood leverages advanced digital technology, curated and original creative content, and design expertise to make every shopping and guest experience more personal and engaging. Serving more than 500,000 customer locations in over 140 countries, Mood reaches 165 million+ consumers each day.

General Summary:

The AR Supervisor is the first-line people leader for a North America team of Collections Specialists and AR Specialists. The Supervisor runs the team's daily execution: who works which accounts, what is worked first, the quality of every customer touch and every Oracle entry, and the team's progress against the cash goal set by the AR Manager. The Supervisor coaches, schedules and evaluates the team, takes the first escalation from customers and from the team, and recommends account, credit and staffing decisions to the AR Manager. The role supervises the work; it does not carry its own portfolio, approve write-offs or credits, or set department policy, controls or KPI definitions. 

Essential Job Functions and Responsibilities:

• Supervise 5 or more Collections Specialists and AR Specialists day to day: set the daily schedule and coverage, approve time off, coach on calls, notes and dispute work, and hold weekly one-on-ones
• Run the team's daily cadence: morning huddle, review of the daily worklist with each specialist (missed promises, largest past due, oldest balances), and an end-of-day check that the plan was worked
• Monitor each specialist against their standards every day — live contacts, promises to pay secured and kept, accounts actioned, disputes logged and moving — and act on any gap the same week
• Review the team's work for quality each week: sample collection notes, promise-to-pay entries, reason codes and dispute routing in Oracle; correct the work and retrain the specialist where needed
• Take the first escalation from customers and from the team on past-due accounts; resolve within the thresholds in the AR & Collections Operations Handbook and bring anything above them to the AR Manager with the documented history
• Keep every account on the team covered: identify accounts with no owner, no recent action or no valid contact, and recommend portfolio reassignments to the AR Manager; arrange cover during absences and vacancies
• Make sure every dispute, deduction and invoice defect on the team is logged with the correct reason code, routed to the correcting department and worked to resolution by the specialist who owns the account; step in when the correction stalls
• Recommend credit holds, service suspension, payment plans above threshold, write-offs and third-party placement to the AR Manager with supporting documentation; the Supervisor does not approve them
• Prepare the team's weekly results for the AR Manager: cash collected against goal, past due and aging movement, promises kept, disputes opened and closed, and specialists off standard
• Provide account-level commentary for the AR Manager's month-end cash forecast and the Weekly AR Watch List rows owned by the team
• Take part in hiring: screen and interview candidates and recommend hires to the AR Manager; onboard and train new specialists and contractors on the department SOPs
• Prepare performance reviews and development plans for direct reports for AR Manager approval; start corrective action with the AR Manager and HR
• Report process gaps, system defects and SOP issues found on the team to the AR Governance & Controls Manager, and apply SOP changes on the team once issued
• Other duties as assigned by management

Performance Standards:

• Team cash — team collections at or above the monthly cash goal set by the AR Manager
• Specialist standards — 90% or more of direct reports meeting their live-contact, coverage and promise-to-pay standards each month; any specialist off standard has a written plan within 10 business days
• Coverage — no team account over $5,000 past due without an action in the last 14 days; every vacancy or absence covered from the first day
• Quality — weekly note and data review completed for every specialist; errors found are corrected within 5 business days
• Escalations — customer and team escalations acknowledged the same business day; resolved within threshold or handed to the AR Manager with full history within 2 business days
• Disputes — every dispute on the team logged with a reason code and routed to the correcting department within 2 business days of notice
• People — weekly one-on-ones held; reviews submitted on time; every new specialist trained on the SOPs within 30 days
• Reporting — weekly team results to the AR Manager on schedule, reconciled to the Oracle aging

Knowledge/Skills/Abilities

• Excellent computer skills including ability to learn new computer software & systems
• B2B commercial collections end to end — promises to pay, payment plans, disputes, credit holds, write-off and third-party placement
• Leading a team on a daily cadence: setting priorities, coaching on calls and notes, giving direct feedback and handling performance issues
• Oracle EBS AR or an equivalent ERP; customer AP portals (Coupa, Ariba and similar) and dunning tools such as Esker
• Advanced knowledge of Excel and Google Sheets; able to read an aging and build a team worklist from it
• Confident with customer AP and finance contacts on large enterprise accounts
• Outstanding verbal and written communication with customers, other departments and leadership
• Sound judgment and discretion with confidential financial and employee information
• Works well with others as team work is essential for success

For further information about Mood Media, please visit www.moodmedia.com.

Mood Media is an Equal Opportunity Employer. All qualified applicants will be considered for employment based on objective work-related criteria, without discrimination based on age, disability, ethnic origin, gender, marital status, race, religion, responsibility for dependents, sexual orientation, gender identity, or other characteristics protected by applicable governing laws.