Customer Care & Dispute Specialist

OPEN TO CANDIDATES IN THE FOLLOWING AREAS: Atlanta & Charlotte

Role Objective

The Customer Care and Dispute Specialist is the primary "problem solver" for all invoice discrepancies originating at the territory, site, or customer level. While the BSC Collections team manages the customer relationship and identifies non-payment, the Dispute Owner (Coordinator) takes full ownership of the internal investigation, tracking, and resolution of disputes to accelerate payment recovery. The primary goal is to investigate root causes within the site (Sales, Field Operations, Contract Management, Local Finance) and drive them to a resolution to ensure timely cash flow and minimize DSO (Days Sales Outstanding), as well as ensure customer satisfaction.

Essential Functions & Responsibilities

• Case Ownership: Receive flagged invoices (via E-mail, HighRadius, or ESM) from the BSC Collections / Collection team. Conduct deep-dive investigations into root causes such as pricing errors, incorrect bill-to details, services not performed, or missing documentation, etc. Owning the dispute end to end process.
• Dispute Management & Root Cause Analysis: Investigate customer complaints by analyzing evidence (contracts, proof of service). Monitor and manage the dispute portfolio for the specific territory, site, or customer. Ensure every dispute has a clear action plan and an assigned "Dispute Resolver."
• Cross-Functional Collaboration: with Field Operations, Sales, Contract Management, Fulfillment and Local Finance to gather necessary evidence to approve or reject customer claims, or to agree on timely resolution when it comes to commercial or technical issues, where the FO (Field Operations) is accountable for.
• Collections Partnership: Provide regular, high-quality updates to the BSC Collections / Collection team so they can accurately inform customers. Execute the issuance of credit memos / SRM credit memos, debit notes, or invoice corrections within authorized limits. Ensure "valid" disputes are resolved and "invalid" disputes are documented with evidence for the Collections team to reject the dispute.
• Stakeholder Engagement & Cadence: Lead regular touchpoint meetings and calls with internal stakeholders to drive accountability. Maintain a consistent communication flow to ensure no dispute remains stagnant.
• Process Improvement: Identify recurring issues (e.g., frequent billing inaccuracies) and propose solutions to prevent future disputes. Highlight high-priority customers and aging disputes to ensure they are addressed promptly.
• Performance Reporting: Prepare and present periodic reports (KPIs) and slide decks outlining dispute aging, resolution trends, and bottlenecks. Report findings to site leadership and the Global Finance team.

Required Qualifications & Skills

• Experience: 2-5 years in Accounts Receivable, Customer Service, or a site-based operational role.
• Education: Bachelors degree preferred
• Communication: Strong interpersonal skills with the ability to influence local stakeholders who may not prioritize administrative tasks.
• Problem-Solving: A "detective" mindset-the ability to dig through ERP data and physical documentation to find the source of an error.
• Systems Proficiency: Experience with ERP and Accounts Receivables systems (SAP, HighRadius), strong MS Excel skills (VLOOKUPs, Pivot Tables) and MS PowerPoint skills.

• Fully vested 401k match, up to 7% of total eligible compensation.
• Competitive Medical, Dental and Vision Plans - Effective from first day of hire.
• 3 weeks' vacation which increases with tenure, 7 sick days, 3 floating holidays and8 Company Observed Holidays.
• Tuition Reimbursement - Eligible after 6 months of service.
• Parental Leave - 100% base pay for 6 consecutive weeks within first year of achild's birth or adoption.
• A wide range of development opportunities to boost your professional and leadership growth.