Customer Care & Dispute Specialist

Location: Toledo, OH, United States Job ID: 88187 Our elevators, escalators, and moving walks safely transport more than two billion of us up and down buildings and across transportation hubs every day. As part of the Schindler team, you’ll discover meaningful work that enhances quality of life for communities and contribute to making places more accessible, inclusive, and sustainable for all. Customer Care & Dispute Specialist Key Responsibilities Case Ownership: Receive flagged invoices (via E‑mail, HighRadius, or ESM) from the BSC Collections / Collection team and conduct deep‑diving investigations into root causes such as pricing errors, incorrect bill‑to details, services not performed, or missing documentation, 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, ensuring 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 necessary evidence to approve or reject customer claims or to agree on timely resolution of commercial or technical issues where the Field Operations team is accountable. 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. Stakeholder Engagement & Cadence: Lead regular touchpoint meetings and calls with internal stakeholders to drive accountability and maintain a consistent communication flow to keep disputes from stagnating. 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: 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—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. Travel: 20‑25% travel required, as needed. Benefits Fully vested 401k match, up to 7% of total eligible compensation. Competitive Medical, Dental, and Vision Plans – Effective from the 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 the first year of a child’s birth or adoption. A wide range of development opportunities to boost your professional and leadership growth. At Schindler Group we value inclusion and diversity, and practice equity to create equal opportunities for all. We endeavor that all qualified applicants will receive consideration for employment without regard to age, race, ethnic background, color, religious affiliation, union affiliation, gender, gender identity, sexual orientation, marital status, national origin, nationality, genetics and health, disability or veteran status. Any unsolicited application from Recruitment Agencies is deemed to be rejected and does not constitute in any manner an offer from a Recruitment Agency. #J-18808-Ljbffr