Debt Collection and Client Onboarding Specialist with Growth Opportunities

Job Description
Job Title: Client Services Coordinator
Location: Auckland, New Zealand
Reports to: Finance Manager
Date: July 2024

About Priority Haulage
Priority Haulage, a reputable and reliable heavy machinery and equipment transport business in Auckland, New Zealand, specialises in the safe, efficient transportation of a wide range of civil machinery and heavy access equipment. Our company slogan, “Your Assets, Our Priority,” underlines our commitment to the secure and dependable movement of valuable machinery, ensuring client satisfaction.

Job Summary
Priority Haulage is seeking a dynamic Client Services Coordinator to oversee our debt collection and client onboarding processes. This pivotal role aims to streamline debt collection and enhance client onboarding. The successful candidate will manage all aspects of debt collection while also efficiently handling client onboarding tasks.

Role Overview
This part-time position, starting at 1-3 hours per week, initially focuses on debt collection and client onboarding. As the business grows, the role is set to expand to include a broad range of client-focused responsibilities:
• Managing client relationships and handling client data to enhance engagement and development.
• Designing and implementing feedback and satisfaction surveys to gauge client satisfaction.
• Collaborating with the marketing department on initiatives such as promotions and email campaigns to boost client engagement.
• Providing training and support to clients to ensure optimal use of services.
• Resolving client issues and managing escalations as required.
• Conducting market research to derive insights that inform service improvements.
• Integrating new technology solutions to improve client service processes.

Job Responsibilities
• Oversee debt collection processes to ensure timely payment collection, focusing on same-day collections, 7-day turnovers, and collections by the 20th of the following month.
• Oversee the client onboarding process, ensuring a smooth transition and integration of new clients into company systems.
• Manage the lead generation board, updating and tracking leads effectively to optimise client acquisition efforts.
• Collaborate with finance and marketing teams to enhance workflow automation and optimise business strategies for improved outcomes.

Knowledge and Experience
• Minimum 5 years of experience in managing debt collection processes with a strong focus on efficiency and compliance.
• Demonstrated ability in overseeing client onboarding processes, ensuring effective integration of new clients into existing company systems.
• Experience in managing and optimising lead generation boards, with a track record of effectively updating and tracking leads to enhance client acquisition.
• Ability to collaborate effectively with finance and sales teams to align strategies and improve business workflows.
• Excellent command of English, with superior written and verbal communication skills, essential for clear and effective interactions and documentation.
• Familiarity with the transport industry, including logistics, fleet management, or supply chain management, is advantageous.
• Advanced skills in Microsoft Excel and familiarity with other relevant business and software including:
o Xero
o Notion
o Power BI
o ChatGPT
o WhatsApp

Qualifications
• A degree or diploma in finance, business administration, or a related field is preferred.
• Professional certifications in financial management or client relationship management are advantageous.
• Certification in Xero or other relevant accounting software is advantageous.

Personal Attributes
• Highly organised, detail-oriented, and capable of managing multiple responsibilities.
• Strong interpersonal skills and the ability to communicate effectively across teams.
• Exhibits a proactive attitude towards acquiring new skills and knowledge to continuously improve performance.
• Proactive and self-motivated, with a strong focus on deadlines and compliance.
• Customer service-oriented with a commitment to quality and integrity.
• Adaptable, with a willingness to embrace and drive change to enhance business practices and client relationships.