Resolution Specialist

Main Purpose of the Role:

Responsible for Reviewing & Analyze the Perdiem, Rail & Chassis disputes functions. Responsible for ensuring Disputes are handled according to the UIIA’s and FMC regulations; resolving escalated matters involving all customer and trucker communications.

Act as Liaison between various departments and Dispute team to facilitate timely resolution.

Main Tasks:

Review and Analyze Customer disputes to validate and recommend solutions to clear all service failures and other issues that may prevent prompt payment from being received and applied.

Ensure required documentation is received to validate dispute case.

Escalate unresolved issues to management timely.

Ensuring the disputes are closed in the specified database properly.

Analyze data and trends analysis, in order to identify process improvements.

Ensure collections are handled according to the UIIA and FMC regulations.

Communicate with the District, Sales, Logistics Customer Service, Contract Management and Finance Management as needed to escalate action on accounts.

Act as Liaison between various departments and Dispute team to facilitate timely resolution

Globally escalating issues and service failures to Upper management as needed.

The Weekly KPI Reports and other reports as needed by management.

Analyze Dispute /Activity Reports for accuracy weekly.

Ensure customers are disputing within the terms of the Service Contract.

• Minimum of three years of collections or dispute /AR/industry and/or related experience
• Expertise in at least one shipping industry functional (e.g. Customer Service, Operations, Logistics, Finance, etc.) is preferred.
• Knowledge of SAP/AgenTeam and NWBC is preferred.
• Working knowledge of Microsoft Excel to include pivot tables, V-Lookup is needed. Word, Power Point and Outlook also recommended.
• Strong knowledge of commercial collections or dispute experience
• Experience in the Shipping Industry preferred