Contact Center Support Specialist - Disputes

ABB•Memphis, TN

23h•Hybrid

About The Position

At ABB, we help industries run leaner and cleaner—and every person here makes that happen. You’ll be empowered to lead, supported to grow, and proud of the impact we create together. Join us and help run what runs the world. The Contact Center Support Specialist - Disputes is responsible for the end-to-end resolution of high-value (C&I) disputes ranging from $99M to $35,000 that present material financial, contractual, or reputational risk to ABB. This role focuses on high-value, judgment-intensive dispute resolution requiring deep analytical skills, strong business acumen, expert-level excel or data analysis, and cross-functional collaboration to protect company revenue while maintaining customer relationships. The work model for the role is: #LI-Hybrid in Memphis, TN (3 Days in Office / 2 Remote). Our teams support each other, collaborate, and never stop learning. Everyone brings something unique, and together we push ideas forward to solve real problems. Being part of our team means your work matters - because the progress we make here creates real impact out there.

Requirements

High School graduate/GED or higher-level degree; Associate’s or Bachelor’s preferred
5+ years of experience in dispute resolution, credit management, or accounts receivable
Expert level understanding of Excel spreadsheets tools and macros
Proven track record managing high-value, complex financial disputes
Experience with Shipping and freight, returns, contract pricing, or commercial contracts
Experience working with SAP or similar ERP systems required

Nice To Haves

Prior exposure to SOX compliance and internal controls
Professional certifications (CPA, CMA, or similar)
Background in B2B industrial, manufacturing, or technology sectors

Responsibilities

Lead end‑to‑end ownership of high‑value C&I disputes ($35K–$99M), including investigation, analysis, financial settlement, and timely resolution.
Analyze complex pricing, invoicing, contractual terms, and transaction data to determine root causes, financial impact, and appropriate resolution paths.
Exercise judgment on high‑risk cases, initiate credits or recovery actions within authority, and escalate decisions requiring higher approval while balancing financial and customer considerations.
Collaborate with Legal, Finance, Sales, Operations, and IT to resolve disputes, ensure compliance and documentation standards, and identify systemic issues and process improvements.