Supervisor, Credit & Resolutions

Description

The Credit & Resolutions Supervisor is responsible for leading the Credit and Resolutions team, with accountability for team performance, development, engagement, and day-to-day operations. This role creates a positive, collaborative, and accountable team culture while ensuring Creators have the training, tools, feedback, and support needed to be successful.

In addition to people leadership, the Credit & Resolutions Supervisor oversees customer credit risk, accounts receivable, collections, product claims, and customer resolution activities. This role partners closely with the Credit Analysts and Resolutions Specialist to support technical training, maintain consistent processes, and resolve complex or escalated matters.

This position is based onsite at our Corporate Headquarters in Medina, OH.

Key Responsibilities

• Lead, coach, and develop the Credit and Resolutions team, creating a positive and accountable culture with clear expectations, regular feedback, recognition, and opportunities for growth.
• Own the training and development of team members, including onboarding, ongoing development, cross-training, and knowledge sharing, partnering with the Credit Analyst and Resolutions Specialist on job-specific training.
• Manage all day-to-day people responsibilities, including performance reviews, performance concerns, employee issues, attendance, schedules, time off requests, team coverage, and other employee matters, partnering with Human Resources as appropriate.
• Participate in recruiting, interviewing, selection, onboarding, and retention of team members.
• Lead the day-to-day operations of the Credit and Resolutions function, establishing priorities, distributing workload, ensuring appropriate coverage, and monitoring timely completion of work.
• Provide leadership and oversight for complex or escalated credit, collections, customer resolution, and product claim matters.
• Oversee customer credit risk and collection activities, including creditworthiness, credit limits, account exposure, order releases, delinquent accounts, and higher-risk credit decisions.
• Monitor accounts receivable and collection activity, identify areas of risk, and drive appropriate actions to improve receivables performance.
• Oversee the resolution of customer disputes, deductions, payment discrepancies, product concerns, and other account-related matters.
• Provide oversight for product defect and quality claims involving customers, manufacturers, and internal teams, including escalated claims, supporting documentation, and resolution options.
• Review and approve account adjustments, credits, replacements, settlements, and other resolution actions within established levels of authority.
• Partner with Sales, Customer Experience, Finance, Quality, Operations, manufacturers, and other internal and external partners to resolve complex matters while balancing customer relationships, financial exposure, and business needs.
• Identify recurring product defects, customer concerns, account issues, and other trends, partnering with appropriate teams to address root causes and improve processes.
• Establish and reinforce consistent Credit and Resolutions procedures, documentation requirements, controls, and best practices.
• Monitor team and departmental performance through key metrics related to accounts receivable, collections, claims, resolution timelines, and other priorities.
• Identify and implement opportunities to improve processes, systems, controls, and workflows across the Credit and Resolutions function.
• Escalate significant financial, customer, product, employee, or business risks to appropriate leadership.
• Perform other duties as assigned.
  
  

Skills & Qualifications

• Bachelor’s degree in finance, accounting, business administration, or a related field preferred.
• Minimum of 5 years of experience in credit, collections, accounts receivable, customer resolutions, claims, or a related field.
• Previous people leadership or supervisory experience strongly preferred.
• Demonstrated ability to lead, coach, develop, and hold team members accountable while building a positive team culture.
• Experience managing performance, employee development, team priorities, and day-to-day employee matters.
• Experience within the building materials, construction, manufacturing, or related industry preferred.
• Strong understanding of credit analysis, accounts receivable, collections, customer account management, and financial risk.
• Experience managing or supporting customer claims, product quality concerns, manufacturer claims, or defect resolution preferred.
• Ability to evaluate complex credit, financial, customer, and product-related issues and exercise sound independent judgment.
• Strong analytical, problem-solving, organizational, and prioritization skills.
• Excellent verbal and written communication skills with the ability to communicate effectively with customers, manufacturers, Creators, People Leaders, and individuals at all levels of the organization.
• Strong PC skills, including proficiency with Microsoft Word and Excel.
• Ability to sit for extended periods and safely lift up to 20 pounds.
  
  

Koroseal Total Rewards

• Vacation time, personal time, and 11 paid holidays
• Medical, Dental and Vision Insurance, including Flexible Spending Account and Health Savings Account (HSA) options with company contribution
• Company paid Short Term Disability & Life Insurance with supplemental options available for employees
• 401(k) with company match
• Paid training and career development
• Employee well-being benefits including robust EAP offering
• Company events
  
  

Location: Medina, OH Corporate Headquarters

Schedule: First Shift

Status: Exempt

Level: People Leader