Customer Care & Dispute Specialist

Job Summary

We Elevate... Quality of urban life
Join us as a Customer Care & Dispute Specialist. Your main responsibilities include receiving flagged invoices, conducting deep-dive investigations into root causes, managing the dispute portfolio, cross-functional collaboration, providing regular updates, leading stakeholder engagement, identifying process improvements, and preparing performance reports.

Role Objective

The Customer Care and Dispute Specialist is responsible for investigating and resolving invoice discrepancies originating at the territory, site, or customer level. The primary goal is to drive disputes to resolution to ensure timely cash flow and minimize DSO, while also ensuring customer satisfaction.

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.
• Dispute Management & Root Cause Analysis: Investigate customer complaints by analyzing evidence and monitor the dispute portfolio for the specific territory, site, or customer.
• 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 agree on timely resolution for commercial or technical issues.
• Collections Partnership: Provide regular updates to the BSC Collections team and execute credit memo issuances within authorized limits. Ensure valid disputes are resolved and invalid disputes are documented.
• Stakeholder Engagement & Cadence: Lead regular touchpoint meetings and calls with internal stakeholders to drive accountability and maintain a consistent communication flow.
• Process Improvement: Identify recurring issues and propose solutions to prevent future disputes. Highlight high-priority customers and aging disputes for prompt attention.
• Performance Reporting: Prepare and present periodic reports outlining dispute aging, resolution trends, and bottlenecks 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.
• Problem-Solving: A "detective" mindset 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.

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.
• A wide range of development opportunities to boost professional and leadership growth.

Pay

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

The above represents the typical salary range for this position. Revisions to the range may be considered based on your experience, education, location, demonstrated skills, and alignment with business priorities. Please note that the compensation listed reflects only base salary and does not include commissions or longer-term incentives.

Application Instructions

Don't meet every single requirement? If you're excited about this role but your experience doesn't align perfectly with the qualifications listed in the job description, we encourage you to apply anyway! You may just be the right candidate for this or other roles!

Are you ready to embark on a new journey? Join #TeamSchindler!

Our Core Values:

• Safety: Uphold the highest safety standards for all.
• Integrity and Trust: Foster honest, ethical relationships.
• Create Value for the Customer: Deliver innovative, reliable solutions.
• Quality: Ensure excellence in every product and service.
• Commitment to People Development: Nurture our people, they are the heart of our success.

Discover more on our career website.

At Schindler Group we value inclusion and diversity, and practice equity to create equal opportunities for all. We endeavor that all qualified applicants will receive consideration for employment without regard to age, race, ethnic background, color, religious affiliation, union affiliation, gender, gender identity, sexual orientation, marital status, national origin, nationality, genetics and health, disability or veteran status.

Any unsolicited application from Recruitment Agencies is deemed to be rejected and does not constitute in any manner an offer from a Recruitment Agency.