Credit & Collections Manager in Andover, Massachusetts at ICP Group

Innovative Chemical Products Group (ICP Group) is a leading formulator and manufacturer of specialty coatings, adhesives, and sealants serving the building and construction end markets. Founded in 2015 by a private equity firm, ICP Group has scaled rapidly through organic and acquisition growth into one of the largest coatings, adhesives, and sealants companies in North America providing products which encompass the “building envelope” from roof to flooring and outdoor spaces. ICP Group is headquartered in Andover, MA and Tampa, FL and has manufacturing and distribution sites in the US, Canada, the UK, Australia and Japan.

ICP Group is seeking a proactive and results-driven Credit & Collections Manager to lead and optimize the Company's collections and credit functions across North American operations. This role is responsible for driving cash collections, reducing aged receivables, evaluating customer creditworthiness, and managing customer deductions, rebates, credits, and disputes.

The ideal candidate will have a strong background in business-to-business collections, customer account management, credit analysis, and dispute resolution. This individual will take ownership of collection strategies, work directly with customers to secure payment, assess and monitor credit risk, and partner with internal teams to resolve issues impacting timely payment. Success in this role requires a balance of firmness and customer service, strong negotiation skills, and the ability to make sound credit decisions that support both revenue growth and risk management.

The Credit & Collections Manager may directly supervise one Collections Specialist and will serve as a key partner to Sales, Customer Service, Finance, and Accounting leadership.

This position is based at our Andover, MA plant – Hybrid schedule, 3 days in the office, 2 days remote.

Responsibilities:
Credit & Collections Management

• Lead daily collection activities and drive efforts to improve cash flow and reduce past-due accounts.
• Personally manage key and high-risk customer accounts, conducting collection calls, sending correspondence, and negotiating payment resolutions.
• Develop and execute collection strategies based on account aging, payment trends, dispute activity, and customer risk profiles.
• Review customer payment behavior and proactively identify collection risks.
• Escalate delinquent accounts and recommend appropriate actions, including credit holds, payment plans, or third-party collections.
• Maintain productive customer relationships while ensuring accountability for timely payment.
• Monitor collection performance and implement process improvements to increase effectiveness and efficiency.

Credit Management & Risk Assessment

• Evaluate new customer credit applications and establish appropriate credit limits and payment terms.
• Conduct ongoing reviews of customer creditworthiness using financial information, payment history, trade references, and credit reporting tools.
• Monitor customer accounts for signs of deteriorating credit risk and recommend changes to credit exposure as needed.
• Partner with Sales and Finance to balance business growth objectives with prudent credit risk management; assisting Sales Reps with setting terms and conditions with customers.
• Maintain and enforce company credit policies and procedures.

Customer Deductions, Rebates & Credits

• Manage customer deductions, rebates, credits, and pricing claims to ensure timely review and resolution.
• Investigate disputed invoices and payment shortfalls by coordinating with Sales, Customer Service, and Accounting.
• Reconcile rebate programs, promotional allowances, and customer credits to ensure accuracy and compliance with company policies.
• Ensure all deductions and credits are properly documented, approved, and resolved promptly.
• Identify recurring causes of disputes and deductions and recommend corrective actions to prevent future occurrences.

Accounts Receivable & Customer Account Management

• Review aging reports and prioritize collection activity to maximize cash recovery.
• Monitor account balances and resolve payment discrepancies impacting collections.
• Partner with internal teams to address invoice, billing, pricing, shipping, or documentation issues that delay payment.
• Support resolution of unapplied cash and customer payment discrepancies.
• Maintain accurate customer account records and collection notes.

Leadership & Team Development

• Manage, supervise, coach, and develop Collections team members as assigned.
• Establish collection goals, monitor performance metrics, and drive accountability.
• Share best practices for customer communication, negotiation, and dispute resolution.
• Foster a high-performance, customer-focused collections culture.

Reporting & Performance Management

• Monitor and report key collections metrics including DSO (day sales outstanding), aging performance, past-due balances, dispute resolution, and collection effectiveness.
• Analyze collection trends and recommend actions to improve cash flow and reduce risk exposure.
• Maintain reporting related to customer credit limits, credit risk, and collection activities.
• Ensure compliance with company policies, procedures, and internal controls.

Experience needed

• Bachelor's degree in Business, Finance, Accounting, or related field preferred; equivalent experience will be considered.
• 5+ years of progressive experience in credit and collections, commercial collections, or accounts receivable management.
• Experience conducting high-volume B2B collections and customer account management.
• Strong experience evaluating customer creditworthiness, establishing credit limits, and managing credit risk.
• Experience negotiating payment plans and resolving delinquent accounts.
• Experience managing customer deductions, rebates, chargebacks, credits, and dispute resolution.
• Prior management, supervisory or team lead experience preferred.
• Experience in a manufacturing, distribution, or industrial environment preferred.
• Working knowledge of ERP systems, Microsoft Excel, and credit reporting tools.
• Strong understanding of commercial credit practices, collection techniques, and aging analysis.
• Excellent negotiation, communication, and customer relationship management skills.
• Ability to influence customers and internal stakeholders to drive timely resolution of payment issues.
• Strong analytical, organizational, and problem-solving skills.
• Ability to work independently while managing multiple priorities and leading others.

Our compensation is more than a paycheck; it’s an investment in your future. Along with a competitive pay range, we offer a comprehensive benefits package designed to support your financial well-being, and personal health.

• Compensation: $100,000.00-$118,000.00 a year. Actual pay is dependent on candidates overall skills for the role
• Annual bonus eligible
• Progressive paid time off policy that empowers you to take the time you need to recharge
• 401K Employer contribution plan, with eligibility the first of the month following 90 days of employment
• Excellent health, dental and vision insurance packages to fit your needs
• A values-driven culture with colleagues that rally around People, Accountability, Trust and Execution

ICP Group is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, or religion or other legally protected status.