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 HighRadius 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.

Base Salary $76800 - $96100

The above represents the typical salaryrange for this position. Revisions to the range may be considered based on your experience education location demonstrated skills and alignment with business priorities. Please note that the compensation listed reflects only base salaryand does not include commissions or longer-term incentives.

Required Qualifications & Skills

• Experience: 2-5 years in Accounts Receivable Customer Service or a site-based operation
• Education: Bachelors degree preferred
• Communication: Strong interpersonal skills with the ability to influence local stakeholders who may not prioritize administrative tasks.
• Problem-Solving: A detective mindsetthe 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 HighRadius) strong MS Excel skills (VLOOKUPs Pivot Tables) and MS PowerPoint skills.
• Travel: 20-25% travel required as needed

• 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 which increases with tenure 7 sick days 3 floating holidays and8 Company Observed Holidays.
• Tuition Reimbursement - Eligible after 6 months of service.
• Parental Leave 100% base pay for 6 consecutive weeks within first year of achilds birth or adoption.
• A wide range of development opportunities to boost your professional and leadership growth.