The Credit Customer Care Specialist is responsible for managing customer credit and collection activities, including researching credit histories, maintaining customer accounts, following up on overdue balances, and resolving or escalating outstanding payment issues. Additionally, the role involves handling inbound inquiries from Sysco customers, Sales Representatives, and other customer representatives, ensuring timely responses, effective issue resolution, and high-quality customer service.
Duties and Responsibilities:
- Provide support to external customers & internal stakeholders for customer facing applications functionality & capabilities
- Coordinate actions based on root-cause analysis on issues and identify external customer patterns that can be resolved by working directly with the external customer or internal stakeholders
- Identify ways to improve customer-facing applications functionality through feedback collected from internal and external stakeholders
- Provide one-on-one education to external customers and internal stakeholders in navigating customer-facing applications as needed
- Promote the utilization of customer-facing applications to external customers and internal stakeholders
- Assist in guiding the customer on how to make payments through Sysco Pay
- Research functional disputes and inquiries related to customer-facing applications
- Responsible for making decisions to release orders/accounts, note in the system why they made the decision on the release and held accountable to comply with all required validation steps.
- Collect payment information and validate past performance history for customers.
- Update customer’s log in the system
- Disposition calls after completion of the call, capturing reason for call.
- Always focus on the customer’s first model, providing feedback on the process.
Position Type and Expected Hours of Work
- Sysco Pay/C4 hours – Monday – Friday, 7:30am – 7pm CST
- Hours and breaks are assigned by business needs with a window to take lunch
Qualifications
- High School Diploma required; Technical Degree, Associate Degree, or university studies in Business Administration, Customer Service, Commerce, Management, or a related field preferred. An equivalent combination of relevant education and experience may be considered.
- 1–2 years of relevant professional experience in customer service, customer/account support, shared services, billing/payment support, order management, or back-office operations.
- Excellent communication skills in English (B2+ or higher) and ability to collaborate across functions and geographies.
Skills:
- Call Center/customer support
- Strong communication and oral skills; ability to effectively communicate with internal/external customers
- Problem solver who can perform root cause analysis
- Ability to work independently and proactively with limited supervision
- Motivation to provide continuous improvements and efficiency opportunities
- Proficiency with Microsoft Office
- Demonstrates strong communication and oral skills; effectively communicate with internal/external customers
- Demonstrates the ability to work across functions
- Analyzing past due accounts and applying directive/parameters provided to make an educated decision
- Proficiency with Microsoft Office and specialized accounting / finance software systems (e.g., Cora/Salesforce)
Benefits:
- This is a hybrid position based in Ultra Park II, Lagunilla (Heredia). On-site presence is required only when necessary, such as for meetings, trainings, or collaborative activities, in alignment with the company’s telework agreement, which currently requires employees to work on-site three (3) days per week)
- Private Medical Insurance
Note: Only candidates with Costa Rican nationality or valid immigration status will be considered; applicants residing outside Costa Rica will not be considered, and relocation is not available
