Customer Care & Dispute Specialist

Overview Location: Toledo, OH, United States Job ID: 88187 We Elevate... Quality of urban life. Our elevators, escalators, and moving walks safely transport more than two billion people daily. As part of the Schindler team, you’ll contribute to making places more accessible, inclusive, and sustainable for all. By joining us, you help shape the future and our legacy that started in 1874. Your Role: Customer Care & Dispute Specialist Responsibilities Case Ownership: Receive flagged invoices from the BSC Collections / Collection team. Conduct deep-dive investigations into root causes (pricing errors, incorrect bill-to details, services not performed, missing documentation, etc.). Own 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: Work with Field Operations, Sales, Contract Management, Fulfillment and Local Finance to gather evidence to approve or reject customer claims or resolve issues where Field Ops is accountable. Collections Partnership: Provide regular updates to the BSC Collections team. Execute issuance of credit memos, debit notes, or invoice corrections within authorized limits. Ensure valid disputes are resolved and invalid disputes are documented with evidence for rejection if needed. Stakeholder Engagement & Cadence: Lead regular touchpoints with internal stakeholders to drive accountability and maintain consistent communication to avoid stagnation. Process Improvement: Identify recurring issues and propose solutions to prevent future disputes. Highlight high-priority customers and aging disputes for prompt resolution. Performance Reporting: Prepare and present periodic reports (KPIs) on dispute aging, resolution trends, and bottlenecks to site leadership and the Global Finance team. What You Bring Required Qualifications & Skills Experience: 2–5 years in Accounts Receivable, Customer Service, or a site-based operational role. Education: Bachelor’s degree preferred Communication: Strong interpersonal skills with the ability to influence local stakeholders who may not prioritize administrative tasks. Problem-Solving: A detective mindset—ability to dig through ERP data and physical documentation to find the source of an error. Systems Proficiency: Experience with ERP and Accounts Receivable systems (SAP, HighRadius), strong MS Excel skills (VLOOKUPs, Pivot Tables) and MS PowerPoint skills. Travel: 20–25% travel required, as needed. What’s in it for you? 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 and 8 Company Observed Holidays. Tuition Reimbursement - Eligible after 6 months of service. Parental Leave – 100% base pay for 6 consecutive weeks within first year of a child’s birth or adoption. A wide range of development opportunities to boost your professional and leadership growth. We Elevate… Your Career Become part of our team, help us enhance quality of life and drive innovation while raising the bar for safety and sustainability. We value diverse skills and perspectives as we shape sustainable cities of today and tomorrow. Don’t meet every single requirement? If you’re excited about this role but your experience doesn’t align perfectly with the qualifications listed, we encourage you to apply anyway. You may be the right candidate for this or other roles. Are you ready to embark on a new journey? Join #TeamSchindler! Our Core Values: Safety: Uphold the highest safety standards for all. Integrity and Trust: Foster honest, ethical relationships. Create Value for the Customer: Deliver innovative, reliable solutions. Quality: Ensure excellence in every product and service. Commitment to People Development: Nurture our people, they are the heart of our success. Discover more on our career website. We value inclusion and diversity and practice equity to create equal opportunities for all. Qualified applicants will receive consideration for employment without regard to age, race, ethnic background, color, religious affiliation, gender, gender identity, sexual orientation, marital status, national origin, genetics and health, disability or veteran status. Any unsolicited application from Recruitment Agencies is deemed to be rejected. #J-18808-Ljbffr