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 discrepanciesIdentify and determine root cause and preventative actions on customer disputesDetermine if a credit memo and/or debit memo is needed as part of resolutionCreate credit memos and/or debit memos for the correction of customer billing and account irregularitiesCreate debit memos to charge customers for various post shipment feesEnter internal & external complaints into Qooling system and assign to department leads for root cause, corrections, corrective action, and validationReport completion of complaints to Sales & Sales Leadership for the purpose of communicating resolution back to the customerRun and distribute various reports for Disputes, Complaints, and various post shipment billingResponsible for managing a shared email inbox to ensure that maximum efficiency is maintainedCustomer advocate bringing voice of customer insights for continual improvementRepresent Calumet in a professional manner and create strong partnerships through exemplary customer supportProvide administrative support to department as needed

REQUIRED EDUCATION/EXPERIENCES:

3+ years of related customer support experience in a manufacturing or distribution environmentProficient computer skills with demonstrated experience in Microsoft officePrior experience with SAP or similar ERP systemAbility to analyze data, determine root cause, and resolution

PREFERRED EDUCATION/EXPERIENCES:

3+ years of business to business customer service experienceCollege degree or equivalent work experienceComputer savvy with strong technical skillsExperience with lean techniques

COMPETENCIES:

Highly organized with the ability to manage multiple projects and assignments in a rapidly changing environment while meeting critical deadlinesProblem solver with ability to provide solutionsExcellent interpersonal communication, both written and verbalAbility to prioritize tasks effectivelyDemonstration of Calumet Values - Safety, Environment & Social Responsibility, Teamwork, Ownership, Passion for Customers, and Excellence