Accounts Receivable Systems & Process Specialist

Company Description

Portofino Bakery is a fast-growing BC bakery founded in Victoria over 20 years ago. With 200+ team members and five facilities, we create artisan baked goods for customers across Western Canada. As part of Bond Bakery Brands, we’re building better bakeries together.

The Bread and Butter of the Position:

Portofino Bakery is seeking an Accounts Receivable Systems & Process Specialist to support the effective

management of accounts receivable for our customers, with a particular focus on large retail, who include Direct Store Delivery (DSD) accounts and Wholesale/Distribution customers.

This role combines strong accounts receivable knowledge with systems, process management and problem- solving. The successful candidate will manage the process from proof of delivery and supporting documentation through invoicing, customer portals, payment reconciliation, deductions, rebates, claims, disputes and final resolution.

The role will work closely with Finance, DSD, Logistics, Sales, Warehouse and Operations to resolve issues, identify process gaps and work with leaders to develop practical solutions that improve the overall AR process.

Our Accounts Receivable Systems & Process Specialist Responsibilities and Duties are to:

Accounts Receivable Management

• Manage assigned customer accounts and maintain accurate AR records.

• Monitor AR aging and proactively follow up on outstanding balances.

• Reconcile customer payments, remittances and account balances.

• Investigate short payments, unapplied cash, discrepancies and missing payments.

• Reconcile customer rebates and promotional activity to supporting agreements, invoices and customer remittances.

• Identify issues preventing payment and coordinate resolution.

• Maintain accurate records of account activity, outstanding items and follow-up.

• Escalate significant or long-outstanding balances and unresolved issues.

Customer Systems & Portals

• Manage customer-specific portals and electronic systems used for invoicing, payment, claims, deductions, rebates and account management.

• Ensure invoices and required documentation are submitted correctly and within customer timelines.

• Monitor portal activity for payment information, deductions, claims, rebates, rejections and other account issues.

• Troubleshoot submission and system-related issues that may prevent or delay payment.

• Research system requirements and determine the appropriate steps to resolve issues.

• Maintain records of submissions, correspondence, issues and resolutions.

• Develop a strong understanding of the different systems and processes used by key customers.

• Work within SAP as Portofino transitions to the new system, supporting accurate AR processes, customer account information and reporting. Proof of Delivery & Documentation

• Work closely with DSD, Frozen, Warehouse, Dispatch and Operations to ensure required proof of delivery and supporting documentation is available.

• Retrieve and organize PODs and other documentation required to support customer invoices and disputes.

• Investigate delivery discrepancies, shortages, receiving issues and documentation gaps.

• Ensure supporting documentation is available within customer dispute timelines.

• Identify recurring POD or documentation issues that may be contributing to deductions or delayed payment.

• Work with operational teams and leaders to identify the root causes of documentation issues and develop practical solutions. Deductions, Rebates, Claims & Disputes

• Investigate customer deductions, rebates, bill-backs, promotional allowances, claims, chargebacks, shortages, pricing discrepancies, returns and other payment discrepancies.

• Reconcile customer deductions and rebates against supporting agreements, invoices and customer records.

• Determine the reason for deductions and identify the documentation required to support a dispute.

• Work with internal departments to obtain supporting information.

• Prepare and submit disputes through the appropriate customer portal or process.

• Track disputes, deductions and rebate-related items through to resolution and recovery.

• Escalate unresolved or significant deductions and claims as required.

• Analyze recurring deductions and work with operational leaders to identify opportunities to prevent them. Customer Communication & Escalation

• Communicate directly with customer Accounts Payable departments and other customer contacts.

• Follow up on overdue invoices, deductions, rebates, claims and unresolved account issues.

• Escalate issues when standard customer processes or portal submissions do not resolve the issue.

• Develop effective working relationships with customer contacts.

• Maintain clear records of customer communication and commitments. Process Management & Improvement

• Review AR processes from delivery through payment and identify gaps, inefficiencies and recurring issues.

• Work collaboratively with Finance and operational leaders to understand where issues originate.

• Bring recurring issues forward and work with the appropriate teams to develop solutions.

• Support improvements to processes for POD, documentation, invoice submission, rebate and deduction management, dispute management and customer follow-up.

• Help establish and maintain clear procedures for managing key customer accounts.

• Identify opportunities to improve the use of technology and customer systems.

• Support the implementation of process improvements and monitor their effectiveness. Reporting & Analysis

• Maintain accurate AR aging and customer account reporting.

• Track deductions, rebates, claims, disputes and outstanding issues.

• Monitor the age and status of unresolved items.

• Identify trends affecting collections and customer payments.

• Prepare regular reporting for Finance leadership.

• Use data to identify recurring issues, customer trends and opportunities for improvement.

• Other duties as assigned

Baked-In Competencies (Core Competencies)

Systems & Technical Ability

Comfortable learning and working across multiple systems and customer platforms. Able to troubleshoot issues and understand how different systems and processes connect. Able to adapt quickly as Portofino transitions to SAP.

Problem Solving

Strong investigative skills with the ability to work through incomplete or conflicting information, identify the source of a problem and determine a practical solution.

Tenacity & Follow-Through

Persistent in resolving difficult issues and willing to keep digging when the answer is not immediately obvious. Takes ownership of issues through to resolution.

Process Thinking

Able to see the connection between operational processes, documentation, invoicing, customer systems and payment. Analytical Skills

Strong ability to reconcile information, identify discrepancies, recognize trends and determine root causes.

Organization

Highly organized and able to manage multiple accounts, issues, deadlines and follow-ups without losing track of outstanding items.

Communication & Collaboration

Clear, professional and confident when working with customers and internal departments. Able to work effectively with operational teams and leaders to identify issues and develop solutions.

Attention to Detail

Accurate and thorough when reviewing invoices, payments, deductions, rebates, PODs, claims and supporting documentation.

Accountability

Takes ownership of assigned accounts and issues and follows them through to resolution.

Recipe for Success (Measures of Success)

Success in this role will be demonstrated through:

• Accurate and timely customer account reconciliation.

• Reduction in aged and outstanding receivables.

• Timely resolution of deductions, rebates, claims and disputes.

• Improved recovery of disputed or incorrectly deducted amounts.

• Timely submission of required customer documentation.

• Better access to POD and supporting documentation when required.

• Reduction in recurring AR issues and customer deductions.

• Improved communication between Finance and operational teams.

• Effective collaboration with leaders to address recurring process issues.

• More efficient and consistent processes for managing key customer accounts

Shifts and availability:

• 8-hour shifts.

• Monday-Friday

• This is a full-time permanent position.

The Ingredients You Bring to the Table:

• 3+ years of experience in Accounts Receivable or a related accounting/finance role.

• Experience managing high-volume customer accounts.

• Strong experience with account reconciliation and collections.

• Experience working with ERP systems, customer portals and electronic payment processes.

• Strong Excel skills and ability to work with large amounts of data.

• Experience investigating deductions, claims, rebates, short payments or account discrepancies.

• Experience with proof of delivery and customer documentation is an asset.

• Experience in retail, CPG, food manufacturing, distribution or DSD is an asset.

• Experience working with large retail customers is an asset.

• Experience with SAP is an asset.

• Large retail, grocery, wholesale or CPG accounts.

• Food manufacturing, bakery, distribution or DSD environments.

• Customer-specific supplier portals.

• Electronic invoicing and payment systems.

• Deductions, rebates, bill-backs, promotional allowances, chargebacks and retail claims.

• EDI or electronic remittance processes.

• Proof-of-delivery and delivery documentation processes.

• Experience with SAP or other major ERP systems.

• Experience with major national retailers.

• Experience with specific retailers is considered an asset; strong transferable AR, systems and problemsolving experience will also be considered.

The Details You’ll Loave:

• Healthy and frequent raises

• Medical & Dental benefits including Life Insurance after 3 months

• Access to complimentary "staff bread" to take home

• Opportunity for advancement

• Footwear Allowance

• Paid Training

• Comprehensive Wellness and Leadership Development Program