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Purpose of the Role

The SCM Disputes Specialist is responsible for managing the end-to-end dispute resolution process, from analyzing customer disputes and investigating shipment history to coordinating with internal stakeholders and ensuring timely closure. The role requires a strong understanding of the relationship between revenue (Sales Orders) and costs (Purchase Orders), along with the ability to identify root causes, perform reconciliations, process system amendments, and implement corrective actions.
 

The role will work closely with Customers, Front Office, FinOps, Procurement, and other stakeholders to ensure disputes are resolved efficiently, accurately, and in line with established processes, controls, and SOPs.
 

You will be responsible for:

• Managing the end-to-end SCM dispute resolution process, ensuring cases are investigated and resolved within defined timelines.
• Analyzing disputes received against allocated targets and understanding the reason and nature of each customer dispute.
• Investigating upstream processes and reviewing shipment, transaction, and system history to establish the complete background of disputed cases.
• Evaluating dispute cases and determining whether to accept, clarify, or reject them based on available data and supporting documentation.
• Coordinating with Front Office, FinOps, Procurement, and other relevant stakeholders to drive timely and effective dispute resolution.
• Processing required amendments in core systems for accepted disputes, ensuring accurate and complete transactional updates.
• Managing cost checks, Purchase Order amendments, and related financial adjustments as required.
• Communicating with customers to understand their requirements, provide appropriate clarifications, and ensure timely resolution of disputes.
• Identifying the root cause of disputes and documenting the reasons, actions taken, and final resolution accurately.
• Closing the feedback loop with the responsible process or error owner and supporting corrective and preventive actions to avoid recurrence.
• Performing necessary reconciliations and identifying discrepancies related to system interfaces, transactions, or upstream processes.
• Applying corrective actions and coordinating with relevant teams to resolve system and process-related issues.
• Ensuring adherence to established controls, SOPs, process guidelines, and quality standards throughout the dispute lifecycle.
• Monitoring assigned targets, KPIs, and performance parameters and providing timely updates on progress and exceptions.
• Handling ad-hoc customer requirements and exceptions with a strong sense of urgency while maintaining accuracy and process compliance.
• Taking ownership of assigned disputes from initiation through closure and ensuring timely resolution with minimal delays.
   

Qualifications

• Bachelor’s degree in Finance, Accounting, Commerce, Supply Chain, Business Administration, or a related discipline.
• Experience in Finance & Accounting, Procurement, Shipping, Freight Forwarding, Supply Chain Operations, or a related field is preferred.
• Customer-focused approach with the ability to understand customer requirements and drive effective dispute resolution.
• Strong analytical and problem-solving skills with the ability to investigate issues, interpret data, and identify root causes.
• Ownership mindset with the ability to independently manage issues and drive them through to closure.
• Data-driven approach with the ability to use data and supporting information for effective decision-making.
• Strong communication skills with the ability to collaborate effectively with customers and internal stakeholders.
• Working knowledge of SAP and MS Excel, with the ability to quickly learn and adapt to new systems and digital platforms.
• Good understanding of end-to-end processes and the ability to identify dependencies and impacts across upstream and downstream activities.
• Strong attention to detail with a focus on complete, accurate, and error-free documentation.
• Process-oriented mindset with the ability to follow established SOPs, controls, and compliance requirements.
• Ability to prioritize multiple cases and work with a strong sense of urgency to meet defined timelines and targets.
• Adaptability to changing processes, SOPs, systems, and business requirements while maintaining operational quality.