Customer Care & Dispute Specialist

Schindler Elevator Corporation (U.S.) · New York, NY · 2 mo ago

Customer Service$77k–$96k/yrFull-time

Job Summary

We Elevate... Quality of urban life
Join us as a Customer Care & Dispute Specialist. This role is responsible for investigating and resolving invoice discrepancies to accelerate payment recovery and ensure customer satisfaction.

About the Role

The Customer Care and Dispute Specialist is the primary "problem solver" for all invoice discrepancies originating at the territory, site, or customer level. The primary goal is to investigate root causes within the site (Sales, Field Operations, Contract Management, Local Finance) and drive them to a resolution to ensure timely cash flow and minimize DSO (Days Sales Outstanding).

Essential Functions & Responsibilities

Case Ownership: Receive flagged invoices and conduct deep-dive investigations into root causes such as pricing errors, incorrect bill-to details, services not performed, or missing documentation, etc.
Dispute Management & Root Cause Analysis: Investigate customer complaints by analyzing evidence (contracts, proof of service). Manage the dispute portfolio for the specific territory, site, or customer. Ensure every dispute has a clear action plan and an assigned "Dispute Resolver."
Cross-Functional Collaboration: Work with Field Operations, Sales, Contract Management, Fulfillment and Local Finance to gather necessary evidence to approve or reject customer claims, or to agree on timely resolution when it comes to commercial or technical issues, where the FO (Field Operations) is accountable for.
Collections Partnership: Provide regular, high-quality updates to the BSC Collections / Collection team. Execute the issuance of credit memos / SRM credit memos, debit notes, or invoice corrections within authorized limits. Ensure "valid" disputes are resolved and "invalid" disputes are documented with evidence for the Collections team to reject the dispute.
Stakeholder Engagement & Cadence: Lead regular touchpoint meetings and calls with internal stakeholders to drive accountability. Maintain a consistent communication flow to ensure no dispute remains stagnant.
Process Improvement: Identify recurring issues (e.g., frequent billing inaccuracies) and propose solutions to prevent future disputes. Highlight high-priority customers and aging disputes to ensure they are addressed promptly.
Performance Reporting: Prepare and present periodic reports (KPIs) and slide decks outlining dispute aging, resolution trends, and bottlenecks. Report findings to site leadership and the Global Finance team.

Qualifications & Skills

Experience: 2-5 years in Accounts Receivable, Customer Service, or a site-based operational role.
Education: Bachelors degree preferred.
Communication: Strong interpersonal skills with the ability to influence local stakeholders who may not prioritize administrative tasks.
Problem-Solving: A "detective" mindset—the ability to dig through ERP data and physical documentation to find the source of an error.
Systems Proficiency: Experience with ERP and Accounts Receivables systems (SAP, HighRadius), strong MS Excel skills (VLOOKUPs, Pivot Tables) and MS PowerPoint skills.

Pay

Base Salary: $76,800 - $96,100

Schedule

N/A

Benefits

Fully vested 401k match, up to 7% of total eligible compensation.
Competitive Medical, Dental and Vision Plans - Effective from first day of hire.
3 weeks’ vacation which increases with tenure, 7 sick days, 3 floating holidays and 8 Company Observed Holidays.
Tuition Reimbursement - Eligible after 6 months of service.
Parental Leave – 100% base pay for 6 consecutive weeks within first year of a child’s birth or adoption.