Process Analyst

Overview

This position is responsible for the day‑to‑day customer payment dispute resolution activities for our USG/CGC customer portfolio. This role also monitors National Accounts invoice balances and takes action to resolve disputes on fully unpaid invoices. These accounts include Home Depot, Home Depot Canada, Lowe’s, Menards, and Ace Hardware. The position works closely with customer accounting, sales, pricing, and operations teams to minimize bad debt and collect cash owed to us.

The role collaborates with customers to execute best‑in‑class dispute resolution activities that treat all customers with respect and build trust through the invoice‑to‑cash process. The position reviews and resolves USG/CGC customer payment disputes quickly, accurately, and consistently with high‑quality customer service.

• Use data to analyze customer accounts and identify actionable steps for dispute resolution.
• Research disputed invoices and take action to resolve, including sending emails to customers and cross‑functional teams, and conducting disputes on customer portals.
• Escalate dispute issues to management as required.
• Build effective relationships with customers.
• Collaborate with peers to manage team workload, share information, and minimize write‑offs while collecting cash owed.
• Identify issues and root causes of invoice payment disputes.
• Maintain accurate and updated customer contact information.

• Process Expertise
  • Daily accountability for timely and accurate resolution of USG/CGC customer payment disputes. Additional processing of invoicing, credits/rebates, and other assigned activities.
  • Understand upstream (Ordering, Credit, Pricing) and downstream (Cash Application, Dispute Resolution, GL) processes and their relationship with AR objectives.
  • Identify issues with the dispute resolution process and communicate as required.
• Customer Relationships
  • Respond to internal and external customer requests in a timely and professional manner.
  • Understand customers’ priorities and needs.
  • Avoid conflicts of interest and handle confidential information appropriately.
• Build Our Capabilities
  • Participate in continuous improvement projects.
  • Understand performance metrics and identify trends that support opportunities for improvement.
  • Ensure USG/CGC customer payment disputes are resolved timely and address recurring root causes.
  • Promote a courteous, friendly demeanor when handling inquiries internally and externally.
  • Show a keen interest in understanding the "why" behind tasks and projects to contribute effectively.
• Leadership, Teamwork and Communication
  • Communicate clearly in spoken and written form.
  • Use negotiated hand‑offs when assistance is needed from team members or customers.
  • Actively support change at all levels.
  • Foster a cooperative team environment to ensure full portfolio collection activities are completed as required.

• Bachelor’s degree required
• 1–2 years of professional experience in customer service or related field

• Experience in working in a collaborative team environment.
• Strong negotiating/influencing skills and ability to interact with and serve customers, sales, and operations personnel.
• Excellent verbal and written communication skills.
• Proficiency in Microsoft Office suite.
• Curious and proactive approach to learning, continuously seeking information and solutions to improve processes and outcomes.

• Background in USG, CGC or National Account customers is a plus.
• Understanding of USG/CGC business priorities from a sales perspective.
• Understanding of the USG/CGC customer and the credit/collection process.
• Strong communication, collaboration, and interpersonal skills.

Rate of pay may be adjusted based on qualifications and experience. USG employees enjoy a number of benefit options, including medical, vision, and dental coverage. Employees generally pay 25% of the monthly premium; USG covers the rest. Coverage options are available on the first day of employment with no waiting period. USG also offers a 401(k) plan with company match and a pension plan, plus additional programs such as life, accident, legal, and pet insurance.

Quarterly (hourly) / Annual (salary) bonus potential is available based on performance metrics tied to safety, quality, and productivity. USG provides paid time off and paid holidays.

Since 1902, Chicago-based USG has been a leader in producing innovative products and systems for construction and home improvement. Our values include innovation, quality, integrity, service, diversity, efficiency and safety. EOE including disability/veteran. Headquartered in Chicago, we serve construction markets around the world with wall, ceiling, flooring, sheathing and roofing products. Our network includes 49 manufacturing locations and over 7,500 employees across North America.