Accounting Customer Support Specialist

Purpose and Scope of Position:

The Accounting Customer Support Specialist provides customer service and accounts receivable support by responding to customer questions, processing invoice requests, researching account concerns, following up on payment status, and assisting with order releases. This position serves as a primary point of contact for customers and internal departments regarding invoices, payments, account balances, order status, shipment tracking, and collection-related questions.

The ideal candidate is professional, customer-focused, organized, and detail-oriented, with strong communication and follow-through skills.

Essential Functions and Primary Duties

• Respond to customer emails and accounting-related inquiries in a timely and professional manner.
• Process customer requests for invoice copies, statements, credit memos, and other account documentation.
• Assist customers with questions regarding invoices, account balances, payments, credits, deductions, and billing discrepancies.
• Research and respond to order-status, shipment-tracking, and delivery questions.
• Follow up with customers regarding past-due balances and payment status.
• Request expected payment dates, remittance information, check mailing dates, and payment confirmations.
• Review customer accounts and assist with releasing orders once payment or credit requirements have been met.
• Communicate with internal departments regarding orders placed on hold and provide updates on payment-related release status.
• Serve as a point of contact for customers and internal departments regarding billing, collection, payment, order, and account questions.
• Work with Sales, Customer Service, Shipping, and other internal departments to research and resolve customer concerns.
• Research billing discrepancies, missing payments, short payments, unapplied funds, and account differences.
• Document customer communications, payment commitments, collection activity, and account updates accurately.
• Escalate unresolved payment issues, disputed invoices, or high-risk accounts to the Accounting Manager or appropriate team member.
• Perform other duties as assigned.

Key Responsibilities:

• Demonstrates adaptability and effective time management, with the ability to prioritize workload.
• Strong customer service skills and the ability to communicate professionally with customers.
• Well organized, with a high degree of accuracy and attention to detail.
• Strong written and verbal communication skills.
• Ability to research customer questions and follow issues through to resolution.
• Ability to manage a high volume of emails, customer requests, and account follow-ups.
• Ability to work independently and collaboratively with internal teams.
• Ability to handle difficult or sensitive customer conversations professionally.
• Hands-on experience using spreadsheets, accounting software, or customer-management systems is preferred.
• Proficiency in Microsoft Office, including Outlook and Excel.

Requirements/Qualifications

• High school diploma or equivalent required; associate or bachelor's degree preferred.
• Previous customer service experience required.
• Experience in accounts receivable, billing, collections, or accounting support is preferred but not required.
• Experience responding to customer inquiries by phone and email.
• Strong problem-solving, organizational, and follow-through skills.
• Familiarity with CRM systems, accounting software, billing software, or order-management systems is a plus.

Language Requirements:

• English

Physical Demands:

• Ability to stand sit 8 hours a day

Work Environment:

• Office area