Accounts Receivable Coordinator

Why this role exists:

The Accounts Receivable Coordinator is responsible for the end-to-end administration and support of Officeworks 30-Day Accounts, ensuring a seamless financial experience for business and education customers. Operating in a high-volume, digital-first retail environment, this role manages critical financial touchpoints including new account applications, credit limit reviews, and the accurate allocation of payments. This role acts as a primary point of contact for financial enquiries, balancing customer service excellence with effective debt recovery and credit risk mitigation.

Where you will make a difference:

In this role you will:

Customer Service & Query Resolution:

• Answer inbound phone calls in accordance with agreed KPIs to maintain established customer service levels.
• Undertake first-call problem resolution for all customer enquiries, ensuring any escalated issues are followed up promptly.
• Resolve inbound customer queries via phone and email at the first point of contact.
• Ensure all customer account correspondence is logged accurately and timely on the account records within SAP.

Credit Risk & Account Administration:

• Administer the end-to-end lifecycle of Officeworks 30-Day Accounts.
• Review and recommend credit limits and new account applications based on established risk matrices.
• Assess new account applications accurately to support business growth while mitigating financial risk.
• Compile and process customer refunds within delegations of authority and set timeframes.

Debt Recovery & Payment Management:

• Execute professional outbound collection calls to recover outstanding debt in line with internal requirements.
• Analyze non-automated payments and determine appropriate resolutions for accurate allocation in a timely manner.
• Achieve set KPIs related to debt collection and ledger accuracy.
• Maintain accurate customer master data within the ERP system.

Compliance & Continuous Improvement:

• Conduct all tasks in accordance with Trade Practices laws and Wesfarmers/Officeworks policies.
• Identify and suggest improvements to automated environments and financial processes to drive efficiency.
• Assist with the setup of new vendors in the ERP system following agreed procedures.
• Maintain commercial astuteness with an inquisitive mind for continuous improvement.

Who you will be working with:

• Internal Partners: Stores, Business Specialists, and the Account Support Team.
• External Partners: Customers, CCC Team.

What success looks like:

• Service Excellence: Meeting the agreed percentage of inbound calls answered in accordance with service level KPIs.
• Operational Accuracy: Ensuring high accuracy and timeliness in payment allocations and refund processing.
• Financial Integrity: Achieving set KPIs related to debt collection and maintaining an accurate ledger.
• Problem Resolution: Achieving high rates of first-call resolution for customer enquiries.

How you will lead:

Individual Contributor:

• Lives our Officeworks values and behaviors
• Proactively contributes to a safe working environment, escalates appropriately if there are unsafe conditions or inappropriate behavior
• Operates in line with applicable Officeworks company policies and Code of Conduct
• Demonstrates a strong sense of personal accountability and curiosity to learn and develop

Qualifications and work experience:

Essential:

• Experience: 1+ years experience in a credit, accounts receivable, or finance administration role.
• Environment: Demonstrated experience in a high-volume, fast-paced automated environment.
• Technical Skills: Prior experience with computerized invoicing and debtors accounting systems, with a preference for SAP.
• Customer Service: Excellent skills with the ability to manage difficult situations and customers while remaining calm.
• Attributes: A team player with strong negotiation, influence, and time management skills to meet strict deadlines.