Customer Analyst Lead

Customer Analyst Lead

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About the Role

We’re looking for a highly motivated and customer-focused Customer Analyst Lead to join our Finance team. This role plays a critical part in strengthening client relationships while ensuring accurate and timely financial outcomes across a portfolio of customer accounts.

As a key point of contact for both internal and external stakeholders, you will combine strong customer service skills with financial expertise to drive billing accuracy, resolve complex issues, and improve cash flow performance.

This is a unique opportunity to move beyond traditional accounting and play a more commercial, relationship-driven role, where your ability to influence, collaborate, and deliver solutions has a direct impact on the business.

What You’ll Do

Client Relationship & Customer Experience

• Serve as a trusted point of contact for customers, resolving billing inquiries, disputes, and account issues with professionalism and urgency
• Build strong relationships with internal teams (Sales, Operations, Finance) to support positive client outcomes
• Communicate clearly and confidently with stakeholders to resolve complex matters

Accounts Management & Collections

• Manage the full lifecycle of assigned customer accounts, including billing, collections, and cash application
• Take ownership of aged or higher-risk balances and proactively drive resolution
• Negotiate payment arrangements and influence outcomes to improve cash flow

Problem Solving & Account Resolution

• Investigate discrepancies, unapplied cash, and payment issues, resolving them efficiently
• Handle complex reconciliations, adjustments, and escalations independently
• Identify risks within customer accounts and escalate where needed

Reporting & Insights

• Prepare AR aging reports and provide meaningful insights and commentary to leadership
• Monitor portfolio performance and identify trends or opportunities for improvement

Continuous Improvement & Leadership

• Act as a subject matter expert within the team, supporting and mentoring others
• Contribute to process improvements, system enhancements, and cross-functional initiatives
• Support audits, controls, and compliance with accounting standards

Requirements

• 5 years of experience in Accounts Receivable, collections, or a similar finance role
• Proven ability to manage complex customer portfolios and handle escalations
• Strong communication skills and confidence engaging with clients and senior stakeholders
• A customer-first mindset, with the ability to balance relationship management and financial outcomes
• Excellent analytical, problem-solving, and organizational skills
• High attention to detail with the ability to work independently in a fast-paced environment
• Work on-site in downtown Toledo

Preferred

• Experience in multi-entity or high-volume environments
• ERP system experience (e.g., Workday, SAP, Oracle)
• Advanced Excel or reporting skills

Why Join Us?

• Be part of a team that values collaboration, accountability, and continuous improvement
• Play a visible role that directly impacts both customer experience and business performance
• Opportunity to develop into broader commercial, operational, or finance leadership roles