Job Summary:
The Collections Officer is responsible for managing and recovering overdue customer receivables within the Logistics division. The role focuses on monitoring assigned customer portfolios, investigating payment delays, resolving billing disputes, and coordinating with customers and internal departments to secure timely payments. The Collections Officer supports cash flow improvement, bad debt reduction, and effective collection performance through structured account management and proactive follow-up.
Key Responsibilities:
Monitor and manage an assigned portfolio of overdue customer accounts, ensuring timely collection follow-up and escalation. Analyze customer aging reports, outstanding invoices, payment history, and account balances to identify collection priorities and risks. Investigate payment delays by coordinating with Sales, Customer Service, Operations, Pricing, and Finance. Review invoices, proof of delivery, contracts, pricing agreements, shipment records, and other relevant documents to identify and resolve billing issues. Contact customers through telephone, email, and written correspondence to recover outstanding receivables and negotiate realistic payment commitments. Follow up on outstanding and broken Promise to Pay commitments to ensure timely payment fulfillment. Investigate and resolve invoice disputes related to freight charges, surcharges, delivery status, damages, claims, pricing, and other billing discrepancies. Coordinate with relevant internal departments to ensure timely resolution of customer disputes and collection barriers. Escalate high-risk accounts, unresolved disputes, and delinquent balances to the Revenue Assurance Lead, recommending appropriate corrective actions. Maintain complete and accurate documentation of collection activities, customer correspondence, payment commitments, and dispute resolutions. Prepare daily and weekly reports on collection performance, aging, payment promises, disputed invoices, and high-risk accounts. Support continuous improvement initiatives to reduce bad debt, improve DSO, strengthen collection processes, and enhance cash flow.
Key Deliverables:
Reduction in bad debt and overdue receivables. Improved Days Sales Outstanding (DSO). Achievement of weekly collection targets. Increased Promise to Pay fulfillment rate. Timely resolution of invoice disputes and collection-related issues. Accurate and timely collection reporting and documentation. Improved customer engagement and payment compliance.
Required Experience and Qualifications:
2–5 years of experience in collections, credit control, or accounts receivable. Understanding of logistics operations, transportation processes, and B2B billing practices. Experience managing high-volume B2B customer portfolios. Familiarity with ERP systems and collection management platforms. Knowledge of freight pricing, surcharges, proof of delivery, and billing principles. Experience coordinating with cross-functional teams to resolve payment delays and customer disputes.
Required Skills and Competencies:
Strong collection, negotiation, and payment recovery skills. Excellent analytical and problem-solving abilities. Strong conflict resolution and objection-handling skills. Excellent communication and stakeholder management skills. High attention to detail and accuracy in account reconciliation and documentation. Effective time management, prioritization, and follow-up skills. Ability to collaborate effectively with Sales, Operations, Finance, Pricing, and Customer Service. Ability to work independently with minimal supervision and manage multiple customer accounts.