Dispute Resolution Supervisor

AirLife•Deerfield, IL

1d•Remote

About The Position

The Disputes Resolution Supervisor plays a crucial role in managing and resolving customer disputes that arise from order and shipment discrepancies. This position is responsible for investigating claims, gathering relevant information, and facilitating communication between parties to reach a satisfactory resolution. The ultimate goal is to ensure that disputes are handled efficiently and effectively, minimizing potential risks to the organization. By maintaining accurate records and providing timely updates, the Dispute Resolution Supervisor contributes to the overall integrity and reputation of the organization. This role requires a keen attention to detail and strong problem-solving skills to navigate complex situations and deliver positive outcomes.

Requirements

Demonstrated command of shortage, damage, returns, and invoice-discrepancy claim processes, including carrier and vendor chargeback procedures.
Strong analytical and reconciliation skills; comfortable working with large data sets and ERP/claims platforms.
Excellent written and verbal communication; able to document decisions clearly and present to customers and leadership.
Experience with ERP systems such as SalesPad, MS Dynamics Great Plains, SAP
Intermediate Microsoft skills is required (Excel-Pivot Tables, VLOOKUP/XLOOKUP)
Strong organization skills and ability to maintain accurate records are required.
Self-directed and dependable in a fully remote environment, with a quiet dedicated workspace and reliable connectivity.

Nice To Haves

5+ years of experience in claims, dispute resolution, deductions, or supply chain operations, including 2+ years leading or supervising a team is preferred.

Responsibilities

Supervise a team of 5+ Dispute Analysts and Specialists, owning hiring, onboarding, coaching, performance reviews, and day-to-day workload balancing.
Set individual and team goals for case throughput, resolution quality, and recovery rate; monitor queues to ensure claims are worked within defined service-level targets.
Build capability across the team through structured training on dispute types, customer contractual obligations, warehouse policies, and carrier terms.
Oversee end-to-end investigation of claims stemming from shipment shortages, damaged product, returned goods, customer ordering errors and invoice discrepancies, ensuring each case is substantiated with the right documentation.
Reconcile proof-of-delivery, packing lists, bills of lading, and invoices to establish accountability among carriers, suppliers, and internal warehouse teams.
Negotiate resolutions with carriers and vendors, pursuing credits, replacements, and chargebacks while preserving key commercial relationships.
Define and document standard operating procedures, escalation paths, and approval thresholds for each dispute category.
Serve as the escalation point for contested or executive-visible claims and coordinate resolution with legal, finance, and account management as needed.
Identify recurring dispute drivers and partner with operations, customer service, accounts receivable and quality teams to eliminate root causes and reduce future claim volume.
Act as the primary liaison between the dispute team and warehouse operations, transportation, accounts payable/receivable, and customer service.
Own weekly and monthly reporting on open claims, cycle time, recovery dollars, and write-offs; surface risks and opportunities to leadership.
Maintain accurate case records in the claims/ERP system and ensure data integrity for audit and financial close.
Identify and implement process improvements to enhance operational efficiency and reduce manual errors, ensuring all activities comply with company policies and accounting standards
Focus on achieving our Company mission.
Demonstrate accuracy and thoroughness in daily work; look for ways to improve and promote quality & safety.
Inspire the trust of others; treat people with respect and dignity and embrace the value of diversity.
Use time efficiently; perform job accurately, thoroughly, and conserve Company resources to improve profits.
Contribute to building and maintaining a positive team environment.
Assure all policies and guidelines are implemented and followed.
Open to fully collaborate with other implementation specialists in developing a robust implementation team.