Dispute Resolution Specialist: Billing & Customer Advocate

Calumet; Indianapolis (IN); On-site; USD 55,000 - 75,000; Full time

Job summary

Calumet is seeking a Dispute Resolution Specialist to manage customer disputes and billing accuracy. You will interact with Customer Service, Sales, Plant personnel, Pricing, Transportation, Credit & Billing, and Quality to resolve disputes and drive root-cause analysis.

The role emphasizes data-driven decision making, accuracy, and collaborative problem solving to ensure customer satisfaction and process improvements. Location is Indianapolis, with a focus on fast-moving commercial activities.

Qualifications

• 3+ years of related customer support experience in a manufacturing or distribution environment.
• Proficient computer skills with demonstrated experience in Microsoft Office.
• Prior experience with SAP or similar ERP system.
• Ability to analyze data, determine root cause, and resolution.

Responsibilities

• Responsible for creation and/or investigation of Dispute Cases within SAP Dispute Management for customer driven disputes pertaining to billing and account balance discrepancies.
• Identify and determine root cause and preventative actions on customer disputes.
• Determine if a credit memo and/or debit memo is needed as part of resolution.
• Create credit memos and/or debit memos for the correction of customer billing and account irregularities.
• Create debit memos to charge customers for various post shipment fees.
• Enter internal & external complaints into Qooling system and assign to department leads for root cause, corrections, corrective action, and validation.
• Report completion of complaints to Sales & Sales Leadership for the purpose of communicating resolution back to the customer.
• Run and distribute various reports for Disputes, Complaints, and various post shipment billing.
• Responsible for managing a shared email inbox to ensure that maximum efficiency is maintained.
• Customer advocate bringing voice of customer insights for continual improvement.
• Represent Calumet in a professional manner and create strong partnerships through exemplary customer support.
• Provide administrative support to department as needed.

Skills

Customer service

Microsoft Office

SAP

Data analysis

Education

College degree or equivalent

Tools

SAP

Job description

Calumet is seeking a Dispute Resolution Specialist to manage customer disputes and billing accuracy. You will interact with Customer Service, Sales, Plant personnel, Pricing, Transportation, Credit & Billing, and Quality to resolve disputes and drive root-cause analysis.

The role emphasizes data-driven decision making, accuracy, and collaborative problem solving to ensure customer satisfaction and process improvements. Location is Indianapolis, with a focus on fast-moving commercial activities.