Dispute Resolution Specialist

Calumet•Indianapolis, IN

18h

About The Position

PURPOSE: The Dispute Resolution Specialist will be responsible for various aspects of the customer dispute process and ensuring the highest level of accuracy is maintained on the customer accounts. This role will interact directly with Customer Service, Sales, Plant personnel, Pricing, Transportation, Credit & Billing, and Quality.

Requirements

3+ years of related customer support experience in a manufacturing or distribution environment
Proficient computer skills with demonstrated experience in Microsoft office
Prior experience with SAP or similar ERP system
Ability to analyze data, determine root cause, and resolution
Excellent interpersonal communication, both written and verbal
Ability to prioritize tasks effectively
Demonstration of Calumet Values – Safety, Environment & Social Responsibility, Teamwork, Ownership, Passion for Customers, and Excellence

Nice To Haves

3+ years of business to business customer service experience
College degree or equivalent work experience
Computer savvy with strong technical skills
Experience with lean techniques
Highly organized with the ability to manage multiple projects and assignments in a rapidly changing environment while meeting critical deadlines
Problem solver with ability to provide solutions

Responsibilities

Responsible for creation and/or investigation of Dispute Cases within SAP Dispute Management for customer driven disputes pertaining to billing and account balance discrepancies
Identify and determine root cause and preventative actions on customer disputes
Determine if a credit memo and/or debit memo is needed as part of resolution
Create credit memos and/or debit memos for the correction of customer billing and account irregularities
Create debit memos to charge customers for various post shipment fees
Enter internal & external complaints into OHM system and assign to department leads for root cause, corrections, corrective action, and validation
Report completion of complaints to Sales & Sales Leadership for the purpose of communicating resolution back to the customer
Run and distribute various reports for Disputes, Complaints, and various post shipment billing
Responsible for managing a shared email inbox to ensure that maximum efficiency is maintained
Customer advocate bringing voice of customer insights for continual improvement
Represent Calumet in a professional manner and create strong partnerships through exemplary customer support
Provide administrative support to department as needed