Dispute Resolution Specialist

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.

KEY OBJECTIVES AND 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 Qooling 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

REQUIRED EDUCATION/EXPERIENCES:

• 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

PREFERRED EDUCATION/EXPERIENCES:

• 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

COMPETENCIES:

• 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
• 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