The Credit & Collections Customer Care Specialist plays a critical role in ensuring timely order release, accurate credit decisions, and exceptional customer experience. This position serves as a primary point of contact for Sysco customers, Sales Representatives, and internal stakeholders, handling inbound inquiries related to credit status, invoices, payments, and account holds. The specialist applies sound judgment, established credit policies, and customer history analysis to make order release decisions while maintaining compliance, accuracy, and a customer-first mindset.
Key Responsibilities
Receive and professionally handle inbound calls from customers, sales teams, and internal partners regarding credit, collections, invoices, and account status.
Analyze customer accounts, payment history, and past-due balances to determine eligibility for order release in accordance with established credit policies and validation steps.
Make and document order and account release decisions, clearly noting rationale and ensuring full compliance with internal controls and audit requirements.
Collect, validate, and accurately record payment information from trade customers.
Retrieve invoices, resolve billing discrepancies, and provide clear explanations to customers.
Escalate complex or high-risk issues to appropriate teams when required, ensuring timely resolution and clear communication.
Maintain accurate and up-to-date customer records and call logs within designated systems.
Continuously apply a customer-first approach, identifying opportunities to improve processes and provide constructive feedback.
Collaborate effectively with cross-functional teams, including Sales, Finance, and Credit leadership, across different geographies.
Working Schedule
C4 schedule: Monday to Friday, from 10 am to 07: 00 pm .
(We move 1 hour ahead during Daylight Savings Time Nov – March. ).
Daily working hours, breaks, and lunch schedules are assigned based on business needs.
Qualifications
Associate’s Degree or higher preferred, ideally in Business, Finance, Accounting, or a related field.
2–4 years of experience in Credit, Collections, Accounts Receivable, or a related finance function.
Strong verbal and written communication skills in English (minimum B2+ level).
Experience working in a customer-facing or call center environment is preferred.
Skills
Strong customer service orientation with the ability to manage sensitive financial conversations professionally.
Solid analytical and decision-making skills, particularly in reviewing past-due accounts and applying defined credit parameters.
Ability to work independently while following established procedures and controls.
Proven ability to collaborate across functions and adapt to a fast-paced environment.
Proficiency in Microsoft Office tools and financial or CRM systems (e.g., Cora, Salesforce, or similar platforms).
High attention to detail, strong documentation skills, and accountability for decisions made.
Benefits:
Hybrid position requiring on-site work three days per week (Location: Ultra Park II, Lagunilla, Heredia)
Private Medical Insurance
Asociacion Solidarista
Life Insurance
Personal Day Off
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