The Credit Customer Care Specialist is responsible for handling high-volume inbound calls and responding to inquiries from Sysco Customers, Sales Representatives, and other customer contacts. This role is fully focused on inbound call support, providing timely and accurate assistance, resolving issues, and ensuring a high level of customer satisfaction.

Specialists are responsible for answering customer inquiries and/or resolving issues during inbound interactions. When necessary, escalate tasks to the relevant party. The specialist must be able to perform credit inquiries, invoice retrieval, and credit hold release analysis while delivering excellent customer service.

Key Responsibilities

• Handle inbound calls professionally, addressing inquiries related to credit, collections, invoices, and account status.

• Analyze customer accounts, payment history, and past-due balances to determine eligibility for order or account release.

• Make and document release decisions, clearly recording rationale and ensuring compliance with credit policies and validation steps.

• Collect, validate, and accurately record payment information from trade customers.

• Retrieve invoices, resolve billing discrepancies, and provide clear explanations to customers.

• Maintain accurate and up-to-date customer records, logs, and call dispositions, including call reasons, outcomes, and follow-up actions.

• Escalate complex or high-risk issues to appropriate teams, ensuring timely resolution.

• Apply a customer-first approach, identifying opportunities for process improvement and providing feedback.

• Collaborate effectively with cross-functional teams, including Sales, Finance, and Credit.

Working Schedule

• C4 schedule: Monday to Friday, from 10:00 am to 07:00 pm.

• (Schedule shifts 1 hour ahead during Daylight Savings Time: November – March.)

• Daily working hours, breaks, and lunch schedules are assigned based on business needs.

Qualifications

• Associate’s Degree or higher preferred (Business, Finance, Accounting, or related field).  An equivalent combination of education and relevant work experience may be considered in lieu of a degree.

• 2–4 years of experience in Credit, Collections, Accounts Receivable, or similar finance roles.

• Strong verbal and written communication skills in English (minimum B2+ level).

• Experience in a customer-facing or inbound call center environment preferred.

Skills

• Strong customer service orientation, with the ability to manage sensitive financial conversations professionally.

• Solid analytical and decision-making skills, particularly in evaluating past-due accounts and applying credit policies.

• Ability to work independently while following established procedures and controls.

• Proven ability to collaborate across functions and adapt to a fast-paced, call-driven environment.

• Proficiency in Microsoft Office and financial or CRM systems (e.g., Cora, Salesforce, or similar).

• High attention to detail, strong documentation skills, and accountability for decisions.

Details about the job:

• 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

• 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