Customer Care & Dispute Specialist

Customer Care & Dispute Specialist 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.

• Case Ownership: Receive flagged invoices (via E‑mail, High Radius, or ESM) from the BSC Collections / Collection team. Conduct deep‑dived investigations into root causes such as pricing errors, incorrect bill‑to details, services not performed, or missing documentation, etc. Own 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:
  
  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 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 touch‑point 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.

• 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 Plans – Effective from first day of hire.
• 3 weeks’ vacation (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 child’s birth or adoption.
• A wide range of development opportunities to boost your professional and leadership growth.

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.