Customer Care & Dispute Specialist

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Location:
Chicago Downtown, IL, United States
Job

Our elevators, escalators, and moving walks safely transport more than two billion of us up and down buildings and across transportation hubs every day. As part of the Schindler team, you’ll discover meaningful work that enhances quality of life for communities, and contribute to making places more accessible, inclusive, and sustainable for all. By joining us, you don’t just become part of our success story;

you help shape the future and continue our rich legacy that started back in 1874.

OPEN TO CANDIDATES IN THE FOLLOWING AREAS:
Chicago and Minneapolis

Role Objective

The Customer Care and Dispute Specialist is the primary "problem solver" for all invoice discrepancies originating at the territory, site, or customer level. While the BSC Collections team manages the customer relationship and identifies non-payment, the Dispute Owner (Coordinator) takes full ownership of the internal investigation, tracking, and resolution of disputes to accelerate payment recovery. 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), as well as ensure customer satisfaction.

Essential Functions & Responsibilities

• Case Ownership: Receive flagged invoices (via E-mail, High Radius, or ESM) from the BSC Collections / Collection team. Conduct deep-dive investigations into root causes such as pricing errors, incorrect bill-to details, services not performed, or missing documentation, etc. Owning the dispute end to end process.
• Dispute Management & Root Cause Analysis: Investigate customer complaints by analyzing evidence (contracts, proof of service). Monitor and 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: 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 so they can accurately inform customers. 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.

Required Qualifications & Skills

• Experience: 2-5 years in Accounts Receivable, Customer Service, or a site-based operational role.
• 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, High Radius), strong MS Excel skills (VLOOKUPs, Pivot Tables) and MS PowerPoint skills.

• Fully vested 401k match, up to 7% of total eligible compensation.
• Competitive Medical, Dental and Vision…