Sr Dispute Specialist
: Job Details :

Sr Dispute Specialist

OnTrac is hiring a Sr Dispute Specialist!

Are you eager to join a dynamic and expanding company where you can learn and make a meaningful impact? If you possess a strong sense of empathy, enjoy assisting others, thrive in a fast-paced environment, and excel at problem-solving, we encourage you to apply today to connect with a recruiter!

Founded in 1986, OnTrac has evolved into the leading provider of same-day and next-day delivery services in the U.S. for premier e-commerce and product-supply businesses, including five of the largest retailers in the U.S.

Summary:

The Senior Dispute Specialist is responsible for investigating and processing customer disputes to ensure timely and accurate resolution. This role focuses on analyzing dispute details, identifying root causes, and implementing appropriate solutions. The Specialist will work closely with cross-functional teams to ensure that disputes are handled efficiently, minimizing the impact on customer satisfaction and business operations. This position plays a key role in maintaining strong customer relationships and supporting overall business profitability through effective dispute management.

Responsibilities:

• Customer Dispute Investigation and Resolution:
• Investigate customer disputes by reviewing all relevant documentation, such as invoices, contracts, service records, and customer communications.
• Analyze the root cause of disputes and determine the appropriate resolution based on company policies, contract terms, and customer history.
• Process disputes by ensuring all required information is gathered, documented, and entered into the dispute management system.
• Communicate with customers to acknowledge receipt of their dispute and provide updates on resolution progress, maintaining transparency throughout the process.
• Ensure timely resolution of disputes, aiming to meet or exceed resolution time targets while ensuring customer satisfaction.
• Process Adherence and Documentation:
• Ensure all disputes are tracked, documented, and resolved in compliance with company policies and procedures.
• Maintain detailed records of dispute investigations and resolutions for future reference and compliance.
• Follow up on open disputes to ensure they are addressed promptly and escalate issues as needed.
• Collaboration and Cross-Functional Support:
• Collaborate with internal teams (e.g., Sales, Operations, IT, and Finance) to resolve disputes that require additional input or corrections.
• Work with the appropriate departments to ensure accurate billing, data entry, or operational processes are corrected to prevent future disputes.
• Provide feedback on common dispute trends and help identify areas for improvement in internal processes.
• Data-Driven Decision Making:
• Monitor and report on key metrics related to dispute resolution, including volume, resolution time, and customer feedback.
• Use data and analytics to identify recurring issues and work with internal teams to develop corrective actions to minimize future disputes.

Competencies:

Strong attention to detail with a focus on problem-solving and customer satisfaction. Excellent attention to detail and ability to process large amounts of information accurately. Exceptional communication skills, with the ability to effectively manage relationships with both internal stakeholders and external customers. Self-directed and proactive with a strong ability to manage multiple projects in a fast-paced environment. Proficient in Excel

Minimum Requirements:

Bachelor's Degree or equivalent experience 2-5 years experience in related field Occasional Travel as needed