• Listen to internal and external calls of the Credit department staff, evaluating customer service, productivity, and job performance. • Conduct desktop monitoring to evaluate team members’ job performance, productivity, and customer service, ensuring it is consistent with SanMar’s expectations. • Prepare phone call evaluations of department staff in a timely and efficient manner. • Complete Aging Reviews for Accounts Receivable Representatives as scheduled by the department Supervisors. • Prepare written summaries for supervisors assessing how our representatives are doing in various areas of their jobs. • Share call evaluations with department supervisors and representatives. • Report any non-compliance or unusual issues to appropriate supervisor. • Identify any potential training and coaching opportunities and send to appropriate supervisor. • Maintain various reporting spreadsheets timely and accurately. • Work closely with supervisors and team members to best support the goals of our customers and SanMar. • Perform other duties as assigned. • Comply with all policies and standards.