What are the responsibilities and job description for the Customer Relations Specialist position at Arrive Logistics?
Who We Are
Arrive Logistics is a leading transportation and technology company in North America with plans to grow significantly year over year. Our success is a testament to our remarkable team and what we’re building together. We’re committed to providing employees with a meaningful work experience and have established an award-winning culture that supports personal and career development in a fun, casual, and collaborative environment.
Who We Want
The Customer Relations Specialist plays a critical role in managing the delivery-to-cash functions for assigned accounts. Acting as the primary point of contact for the designated RevGen team and customers, this role ensures accurate invoicing, timely payments, and resolution of billing discrepancies. The specialist also monitors key reports, analyzes data, and drives process improvements to support operational efficiency and customer satisfaction.
\n
- Primary Point of Contact: Serve as the main liaison for customers and your assigned sales team, fostering strong relationships and clear communication.
- Sales Team Support: Collaborate with BizDev representatives to ensure timely responses to rate requests, accessorial approvals, and other time-sensitive tasks.
- Aging and Unbilled Management: Monitor AR aging and unbilled reports, working closely with customers and RevGen teams to collect necessary documentation and maintain timely payments.
- Collections and Metrics: Collect past-due invoices, meet aging metrics, and address payment delays proactively to maintain cash flow.
- Customer Engagement: Build and maintain strong relationships with key customers, ensuring timely payments and resolving concerns effectively.
- Invoicing Oversight: Manage invoicing processes, including document collection, invoicing uploads, billing methods, and timely submission to customers, ensuring accuracy and compliance with customer requirements.
- Payment Terms Communication: Clearly communicate payment terms and expectations to customers, providing support for ACH payment setups as needed.
- Documentation and Analysis: Maintain detailed notes on payment status, analyze accessorial charges, and ensure accurate billing approvals.
- Discrepancy Resolution: Investigate and resolve short payments, overpayments, misapplied funds, unapplied cash, and other payment discrepancies in collaboration with BizDev and CashApp teams.
- Revenue and Cash Reconciliation: Address uninvoiced revenue and unapplied cash to ensure prompt invoicing and accurate payment applications.
- Invoicing Failures: Identify and resolve invoicing errors to prevent delays and enhance process efficiency.
- Cross-Team Collaboration: Partner with internal teams to resolve issues related to write-offs, cash allocation, and process improvements.
- Standard Operating Procedures (SOPs): Develop, document, and enforce SOPs for invoicing and load-building requirements.
- Bachelor's Degree in Accounting, Finance or a related field
- 2 years experience in a customer operations role
- Industry experience required
- Oracle NetSuite experience & expert knowledge of Microsoft Suite, with an emphasis on Excel
- Excellent written and verbal communication skills
- Maturity to work effectively in negotiation discussions with customer and sales reps
- Expert knowledge of Microsoft Suite, with an emphasis on Excel-ability to do vlookups and pivot tables is required
- Self-starter with ability to work independently and as a team
- Highly organized with excellent time management skills and a high degree of accuracy and attention to detail
- Ability to handle a heavy workload and adaptability to work in fast paced environment
- Take advantage of our comprehensive benefits package, including medical, dental, vision, life, disability, and supplemental coverage.
- Invest in your future with our matching 401K program.
- A balanced Hybrid Work Environment: Our tech teams all come into the office together 2 -3 days a week and work-from-home the rest of the week!
- Build relationships and find your home at Arrive through our Employee Resource Groups.
- Leave the suit and tie at home; our dress code is casual.
- Work in the booming city of Austin, TX - we are in a convenient location close to the airport and downtown.
- Park your car for free on site!
- Sweat it out using local gym discounts or with the team at our onsite gym.
- Maximize your wellness with free counseling sessions through our Employee Assistance Program
- Take time to manage your physical and mental health - we offer company paid holidays, paid vacation time and wellness days.
- Receive 100% paid parental leave when you become a new parent.
- Start your morning with a specialty drink from our fully stocked coffee bar, Broker’s Brew.
- Get paid to work with your friends through our Referral Program!
- Get relocation assistance! If you are not local to the area, we offer relocation packages.
Your Arrive Experience
When we say “award-winning culture,” we mean it. We’ve been recognized as a top workplace by Inc. Fast Company, Fortune, and earned Top Workplaces and Great Place to Work, to name a few. We intend on topping many more of those lists in the years to come, but we’re not in it for the trophies. We’re committed to culture because it keeps us connected to each other and invested in our shared success while having a blast along the way. Our employee-founded resource groups create communities within Arrive’s walls, including Women in Logistics, Emerging Professionals, Prisms, Black Logistics Group, Salute and Unidos.
Notice:
To ensure a safe and transparent interview process, we want to note that Arrive Logistics adheres to strict recruitment practices. Candidates undergo an interview process, and Arrive Logistics does not provide unsolicited job offers. If you have concerns about receiving a fraudulent offer, please contact talentacquisition@arrivelogistics.com for verification.