Resolution Specialist

Main Purpose of the Role:

The primary purpose of the Resolution Specialist is to manage and resolve customer disputes efficiently and effectively. This role involves reviewing and analyzing customer disputes, ensuring compliance with industry regulations, and facilitating timely resolutions. The Customer Resolution Specialist acts as a liaison between various departments, including Customer Service, Finance, and Logistics/Operations, to ensure that all disputes are handled promptly and accurately.

This position requires strong analytical skills, attention to detail, and excellent communication abilities to improve customer satisfaction and drive process improvements.

Main Tasks:

• Handling customer interactions as it relates to resolving customer disputed invoices.
• Work closely with cross-functional teams, including overseas colleagues, Sales Operations, Finance, and Logistics/ Operations, to understand business needs and provide data-driven solutions. Coordinate with various departments to facilitate timely resolution of disputes.
• Facilitating communication with customers as it relates to their case.
• Completion of Workflow for customer valid disputes.
• Collect and analyze data from various sources to identify trends, patterns, and insights. Use this data to inform business strategies and improve resolution processes.
• Update weekly Root Cause Analysis Report and WF/Corrector trackers as needed.
• Proposing and initiating process improvement cross functionally.
• Educate customers about the correct process for requesting mitigation and avoiding disputes through the portal. Provide guidance on submitting disputes and attaching necessary supporting documentation.