Customer Care & Dispute Specialist
Schindler Elevator Corporation, New York, NY, United States
Location & ID
NYC Downtown EI, NY, United States (Job ID: 88190)
Overview
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. By joining us, you don’t just become part of our success story; you help shape the future and continue our rich legacy that started back in 1874.
Position
Customer Care & Dispute Specialist
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.
Responsibilities
Case Ownership: Receive flagged invoices (via e‑mail, HighRadius, or ESM) from the BSC Collections/Collection team. Conduct deep‑dives 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 each 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 for commercial or technical issues.
Collections Partnership: Provide regular, high‑quality updates to the BSC Collections/Collection team so they can accurately inform customers. Execute issuance of credit memos, debit notes, or invoice corrections within authorized limits. Ensure valid disputes are resolved and invalid disputes documented for rejection.
Stakeholder Engagement & Cadence: Lead regular touchpoint meetings and calls with internal stakeholders to drive accountability and maintain a consistent communication flow to prevent stagnant disputes.
Process Improvement: Identify recurring issues (e.g., frequent billing inaccuracies) and propose solutions to prevent future disputes. Highlight high‑priority customers and aging disputes for prompt action.
Performance Reporting: Prepare and present periodic KPI reports and slide decks outlining dispute aging, resolution trends, and bottlenecks, reporting 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 Receivable systems (SAP, HighRadius), strong MS Excel skills (VLOOKUPs, Pivot Tables) and MS PowerPoint skills.
Benefits
Fully vested 401(k) match, up to 7% of total eligible compensation.
Competitive medical, dental, and vision plans effective from the first day of hire.
3 weeks of vacation (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.
Wide range of development opportunities to boost 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.
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NYC Downtown EI, NY, United States (Job ID: 88190)
Overview
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. By joining us, you don’t just become part of our success story; you help shape the future and continue our rich legacy that started back in 1874.
Position
Customer Care & Dispute Specialist
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.
Responsibilities
Case Ownership: Receive flagged invoices (via e‑mail, HighRadius, or ESM) from the BSC Collections/Collection team. Conduct deep‑dives 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 each 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 for commercial or technical issues.
Collections Partnership: Provide regular, high‑quality updates to the BSC Collections/Collection team so they can accurately inform customers. Execute issuance of credit memos, debit notes, or invoice corrections within authorized limits. Ensure valid disputes are resolved and invalid disputes documented for rejection.
Stakeholder Engagement & Cadence: Lead regular touchpoint meetings and calls with internal stakeholders to drive accountability and maintain a consistent communication flow to prevent stagnant disputes.
Process Improvement: Identify recurring issues (e.g., frequent billing inaccuracies) and propose solutions to prevent future disputes. Highlight high‑priority customers and aging disputes for prompt action.
Performance Reporting: Prepare and present periodic KPI reports and slide decks outlining dispute aging, resolution trends, and bottlenecks, reporting 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 Receivable systems (SAP, HighRadius), strong MS Excel skills (VLOOKUPs, Pivot Tables) and MS PowerPoint skills.
Benefits
Fully vested 401(k) match, up to 7% of total eligible compensation.
Competitive medical, dental, and vision plans effective from the first day of hire.
3 weeks of vacation (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.
Wide range of development opportunities to boost 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.
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