Dispute Resolution Specialist

Our head office in Montréal is presently searching for a dispute resolution specialist. The Dispute Resolution Specialist is a member of the Customer Service Team, they are responsible for resolving disputes through accurate and timely research, recommending resolutions, and communicating to all involved parties within the confines of specified deadlines. The Specialist is responsible for researching, analyzing and using facts as the basis for making decisions and resolving disputes. In addition, the Specialist must work closely with the Revenue Protection Manager, regional staff, and operations to ensure the most accurate data is being utilized for dispute resolutions. The Specialist will be responsible for handling complex projects, training, temporary backfill for the Manager of CSC, and assist other Managers with higher level research and problem-solving.

**Responsibilities**:

- Providing accurate and timely resolution and collection of all transportation partners/customer invoices
- Reconcile disputes with Class I carriers and haulage customers (rate grids).
- Determine and correct operations data as needed, including contacting operating personnel regarding interchange location adjustments.
- Provides recommendations for counter-claims to Manager for approval.
- Completing accurate and timely resolution of customer exceptions on charges
- Reconcile disputes with customer.
- Research operations, contracts, tariff rates, etc.
- Adjust billing with customer using fact-based judgment.
- Leading a weekly dispute update call with internal Stakeholders.
- Responsible for researching and resolving discrepancies/disputes on all TMS generated invoices
- Identify areas of concern within the operations and/or revenue recognition process to eliminate future discrepancies and promote accurate initial billing.
- Support Customer Service, Revenue and Automation teams by providing insight and recommendations on possible new and/or adjusted rules for revenue recognition
- Review duplicate, overpayment and short payments associated with TMS invoices.
- Communication with customers, marketing, operations and other departments as needed.
- The central point-of-contact for all roads within an area of responsibility with regards to disputed claims and counter-claims relating to Transportation and ancillary charges.
- General knowledge of all revenue related items including freight, accessorial charges and expenses derived from operating practices.
- Detailed knowledge of railroad operations to allow for proper review of charges that could be generated as a result of those operations.
- Knowledgeable on the mechanics of the automation tables and rules associated with the generation of charges within TMS and is a supportive member of the automation review team.
- Lead special projects, training, and troubleshooting as needed.
- Able to accurately identify problems in processes, data, or other areas and develop solutions.
- Other projects and duties as assigned by Manager of CSC.

**General Requirements**:

- Bachelor’s degree or relevant work experience and/or training preferred.
- Prior experience in the Accounting or Railroad field.
- Must possess strong organizational skills, be detailed oriented and a self-starter.
- Must be highly analytical and able to perform extensive research.
- Ability to manage multiple tasks under restricted time elements.
- Must be proficient in Microsoft Office including Excel, Word and Outlook.
- Knowledge of Great Plains Accounting System and Microsoft Dynamics 365.
- Must be proficient in using and have a high level of knowledge of Rail Connect TMS.
- Basic knowledge of Accounting Rules/Terminology.
- Ability to work in harmony with and mentor other players on the team.
- Occasional travel up to 10%.

**Other working conditions**: Vacation, benefits and paid holidays are based on the company’s policies.

**If considered for the position, a full background check will be required (physical, drug, criminal and references)