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Job description
We are excited to be named one of the World’s Best Workplaces by Fortune Magazine!We are proud to offer you our total rewards package which includes bonuses, healthcare, insurance benefits, retirement programs, wellness programs, as well as service and performance awards – not to mention various social and recreational activities, all of which are location specific.
Position summary:
I2C Lead Dispute Analyst will play a key role within Dispute team, reporting directly to Associate Manager or Manager. The person in this position is responsible for resolving open disputes on customer’s invoices and interact with other departments to investigate on root causes. This requires strong analytical skills and good understanding of the O2C process. This position includes an active participation in transition of dispute processes and its stabilization & standardization in PFC.
Essential duties & responsibilities: (detailed description)
Dispute resolution:
Investigate and resolve assigned disputes – gather relevant information and assess thoroughly a dispute to provide well-reasoned response in accordance with internal procedures
Engage with customers via phone or email to gain additional information related to dispute
Accurately record all details of dispute and follow a workflow until dispute is resolved
Create credit and debit notes in ERP
Collaborate with internal stakeholders including Customer Experience, Tender & Pricing, Front Office, Customer Master Data and Sales
Monitor and meet key performance indicators related to dispute resolution such as response time, resolution rate and number of open disputes with aging
Identify root cause of dispute and provide feedback to improve process and reduce a number of recuring disputes
Continues Improvement:
Drive to continuous improvement initiatives within the O2C function, ensuring that improvements are incorporated in the work routine
Keep maintaining internal process documentation and updating it once this is required
Others:
Comply with all internal control procedures to ensure accurate financial records
Provide internal/external auditors with selected samples and collaborating with them directly
Prepare regular & ad hoc reports for various stakeholders
Perform all other related work as assigned by management and support other I2C functions (Back Office, Front Office, Credit) if this is required
Education & special trainings:
BS/BA in Business Administration, Accounting, Finance or related field
Advanced MS Office skills
Fluent spoken and written English (additional EU language is a plus)
Experience on collection-related systems (SAP, Oracle, AR Cloud solutions or others)
Qualifications & experience:
Between 2 and 4 years of I2C / O2C / Customer Service experience in dispute resolution
Physical & mental requirements:
Ability to work well with cross-functional teams and multi-task
Strong analytical skills
Very good communication (verbal and written) and interpersonal skills, attention to detail and ability to communicate complicated issues effectively
Demonstrated ability to perform consistently under varying business pressure as well as ability to adapt to a quickly changing environment
Very effective problem-solving skills
