Dispute Resolution Specialist

PURPOSE:

The Dispute Resolution Specialist will be responsible for various aspects of the customer dispute process and ensuring the highest level of accuracy is maintained on the customer accounts. This role will interact directly with Customer Service, Sales, Plant personnel, Pricing, Transportation, Credit & Billing, and Quality.

KEY OBJECTIVES AND RESPONSIBILITIES:

Responsible for creation and/or investigation of Dispute Cases within SAP Dispute Management for customer driven disputes pertaining to billing and account balance discrepancies

Identify and determine root cause and preventative actions on customer disputes

Determine if a credit memo and/or debit memo is needed as part of resolution

Create credit memos and/or debit memos for the correction of customer billing and account irregularities

Create debit memos to charge customers for various post shipment fees Enter internal & external complaints into Qooling system and assign to department leads for root cause, corrections, corrective action, and validation

Report completion of complaints to Sales & Sales Leadership for the purpose of communicating resolution back to the customer

Run and distribute various reports for Disputes, Complaints, and various post shipment billing

Responsible for managing a shared email inbox to ensure that maximum efficiency is maintained

Customer advocate bringing voice of customer insights for continual improvement

Represent Calumet in a professional manner and create strong partnerships through exemplary customer support

Provide administrative support to department as needed REQUIRED EDUCATION/EXPERIENCES:3+ years of related customer support experience in a manufacturing or distribution environment

Proficient computer skills with demonstrated experience in Microsoft office

Prior experience with SAP or similar ERP system

Ability to analyze data, determine root cause, and resolutionPREFERRED EDUCATION/EXPERIENCES:3+ years of business to business customer service experience

College degree or equivalent work experience

Computer savvy with strong technical skills

Experience with lean techniques

COMPETENCIES:

Highly organized with the ability to manage multiple projects and assignments in a rapidly changing environment while meeting critical deadlines

Problem solver with ability to provide solutions

Excellent interpersonal communication, both written and verbal

Ability to prioritize tasks effectively

Demonstration of Calumet Values – Safety, Environment & Social Responsibility, Teamwork, Ownership, Passion for Customers, and Excellence Job Family Supply  Chain Pay Type Hourly