Credit & Collections Analyst I (Customer Care) at Sysco - Costa Rica

Role Overview

The Credit & Collections Analyst I (Customer Care) at Sysco's Global Service Center in Costa Rica is a pivotal role responsible for managing customer credit, collections, and inquiries. This position requires a customer-centric approach, strong analytical skills, and the ability to make sound credit decisions in a fast-paced environment. The analyst serves as the primary point of contact for customers, sales representatives, and internal stakeholders, ensuring timely order release, accurate billing, and exceptional customer service. This role involves analyzing customer accounts, payment history, and past-due balances to determine credit eligibility. The analyst must adhere to established credit policies and procedures while making informed decisions to release orders and manage account holds. Strong communication skills are essential for resolving billing discrepancies, explaining payment options, and escalating complex issues to the appropriate teams. The Credit & Collections Analyst I collaborates with cross-functional teams, including Sales, Finance, and Credit leadership, across different geographies. This position requires a proactive approach to identifying process improvements and providing constructive feedback to enhance the customer experience.

Day in the Life

A typical day for a Credit & Collections Analyst I might include: * Answering inbound calls from customers, sales representatives, and internal partners regarding credit status, invoices, and payments. * Analyzing customer accounts and payment history to determine eligibility for order release. * Making and documenting order and account release decisions, ensuring compliance with internal controls. * Collecting and validating payment information from trade customers. * Retrieving invoices and resolving billing discrepancies. * Escalating complex or high-risk issues to appropriate teams. * Maintaining accurate customer records and call logs. * Disposition calls, capturing call reasons, outcomes, and required follow-up actions. * Collaborating with cross-functional teams to resolve customer issues. * Identifying opportunities to improve processes and enhance the customer experience. This role requires adaptability, strong problem-solving skills, and the ability to manage multiple tasks simultaneously. The analyst must be able to prioritize tasks effectively and maintain a customer-first mindset at all times.

Why Costa Rica?

Sysco's Global Service Center in Costa Rica offers a dynamic and diverse work environment. Costa Rica is known for its political stability, skilled workforce, and excellent quality of life. The country's strategic location provides easy access to North and South America, making it an ideal hub for global operations. Working in Costa Rica offers the opportunity to experience a vibrant culture, beautiful landscapes, and a welcoming community. Sysco's Global Service Center provides a supportive and collaborative work environment where employees can grow and develop their careers. Additionally, Costa Rica boasts a strong economy and a growing technology sector, providing ample opportunities for professional advancement. The country's commitment to sustainability and environmental protection aligns with Sysco's values and corporate social responsibility initiatives.

Career Path

The Credit & Collections Analyst I role can serve as a stepping stone to various career paths within Sysco. Potential career advancements include: * **Credit & Collections Analyst II/Senior Analyst:** This role involves handling more complex accounts, mentoring junior analysts, and leading projects to improve credit and collection processes. * **Credit & Collections Supervisor/Team Lead:** This position involves supervising a team of analysts, managing performance, and ensuring compliance with credit policies and procedures. * **Credit Manager:** This role involves developing and implementing credit policies, managing credit risk, and overseeing the credit and collection functions for a specific region or business unit. * **Finance Manager:** With further education and experience, the analyst can pursue a career in finance management, overseeing financial planning, analysis, and reporting. Sysco provides ample opportunities for professional development and career advancement. Employees are encouraged to participate in training programs, attend industry conferences, and pursue certifications to enhance their skills and knowledge.

Salary & Benefits

The salary for a Credit & Collections Analyst I in Costa Rica typically ranges from $25,000 to $45,000 USD per year, depending on experience and qualifications. Sysco also offers a comprehensive benefits package that includes: * Health insurance (medical, dental, vision) * Paid time off (vacation, sick leave, holidays) * Retirement savings plan (401k or equivalent) with company match * Life insurance * Disability insurance * Employee assistance program (EAP) * Tuition reimbursement * Employee discounts on Sysco products * Wellness programs * Flexible spending accounts (FSA) * Paid parental leave Sysco is committed to providing a competitive compensation and benefits package to attract and retain top talent.

Sysco Culture

Sysco is a values-driven company that is committed to its employees, customers, and communities. The company's core values include: * **Integrity:** We conduct our business with honesty, transparency, and ethical behavior. * **Excellence:** We strive for excellence in everything we do, from customer service to product quality. * **Teamwork:** We work together as a team to achieve our goals, supporting and respecting each other. * **Inclusion:** We embrace diversity and create a welcoming environment for all employees. * **Responsibility:** We take responsibility for our actions and are accountable for our results. Sysco fosters a culture of innovation, collaboration, and continuous improvement. Employees are encouraged to share their ideas and contribute to the company's success.

How to Apply

Interested candidates can apply for the Credit & Collections Analyst I position through Sysco's online career portal. The application process typically involves submitting a resume, cover letter, and completing an online assessment. Candidates who meet the qualifications will be contacted for an interview. The interview process may include phone screenings, in-person interviews, and assessments to evaluate skills and experience. Sysco is an equal opportunity employer and is committed to providing a fair and equitable hiring process.

FAQ

1. **What are the key responsibilities of a Credit & Collections Analyst I?** The Credit & Collections Analyst I is responsible for managing customer credit, collections, and inquiries, ensuring timely order release, accurate billing, and exceptional customer service. 2. **What qualifications are required for this role?** An Associate’s Degree or higher in Business, Finance, Accounting, or a related field is preferred, along with 2-4 years of experience in Credit, Collections, or Accounts Receivable. Strong communication skills in English (B2+ level) are also required. 3. **What skills are important for success in this role?** Strong customer service, analytical, decision-making, and communication skills are essential. Proficiency in Microsoft Office tools and financial or CRM systems is also important. 4. **What is the typical career path for a Credit & Collections Analyst I?** Potential career advancements include Credit & Collections Analyst II/Senior Analyst, Credit & Collections Supervisor/Team Lead, Credit Manager, and Finance Manager. 5. **What benefits does Sysco offer?** Sysco offers a comprehensive benefits package that includes health insurance, paid time off, retirement savings plan, life insurance, disability insurance, and more. 6. **What is the work schedule for this position?** The work schedule is Monday to Friday, from 10:00 AM to 7:00 PM (C4 schedule), with adjustments for Daylight Savings Time. 7. **What is the company culture like at Sysco?** Sysco has a values-driven culture that emphasizes integrity, excellence, teamwork, inclusion, and responsibility. 8. **How can I apply for this position?** Interested candidates can apply through Sysco’s online career portal. 9. **Is prior call center experience required?** Prior call center experience is preferred, but not always required. Strong customer service skills are essential. 10. **What is the salary range for this position?** The salary range for this position is estimated to be between $25,000 and $45,000 USD per year.