Disputes Team Lead

4 days ago

Montréal, Canada ZIM Full time

The Dispute team lead’s main purpose is to lead the resolution of disputes and to optimize the process of resolving disputes with customers. It involves identifying, tracking, researching, and communicating with customers to resolve disputes and documenting the resolution. A close collaboration of all business functions is essential to be successful in the role. The role requires as well to support the Accounts Receivable & Detention teams with the collection of account receivables.

**Key Responsibilities**

Lead the resolution of disputes by acting as the key contact person for disputes resolution and by playing a key role in preventing new disputes.

Monitor disputes performance and drive process efficiency by suggesting process improvements.

Collaborate closely with multiple teams, including Collection, Detention, Customer service, Sales and IT to continually improve our systems, tools, and processes.

Replace the A/R team lead and Detention team lead during their annual vacation leave.

**Dispute Resolution and Escalation**

Handle disputes intake and lead dispute resolution processes.

Help to streamline the resolution process and act as liaison between the various internal departments and external parties.

Ensure compliance in dispute submission and resolution according to company’s procedures and within company’s SLA.

Analyze and present disputes root cause and propose suggestions and ideas to prevent future disputes.

**Disputes resolution Reporting**

Prepare weekly KPI Reports on dispute resolution performance and dispute types, root cause and other reports as needed by management.

Partner with Collection, Detention, Logistics, Operations, Customer service, Sales and IT to address repeated disputes, mitigate company’s exposures and risk.

**Collection and detention**

Replace A/R team lead and Detention team lead during their annual vacation leave.

Support the Accounts Receivable & Detention teams with the collection of account receivables.

Lead the collection of payments of a specific group of customers e.g. Strategic accounts, when asked.

**Requirements**:

- College (C.E.G.E.P) diploma or general education degree (GED). University diploma, an asset.
- Bilingual (English, French)
- At least 2 years of firsthand experience with the dispute management & collection process at supply chain roles.
- Outstanding communication skills and ability to influence priorities.
- Experience partnering closely with many business functions.
- Dexterity and appetite to manage a high volume of transactions and willingness to achieve and maintain solid performance indicators.

Function:
Countries & Business Development

Publish in Internal Career Page:
Yes

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