Dispute Resolution Analyst

hace 3 semanas

Tlaquepaque, Jalisco, México Hewlett Packard A tiempo completo

**Job Summary**

As a Dispute Resolution Analyst for North America Direct Customer Operations, you are in charge of working alongside stakeholders (Collections, Customer Ops, Logistics, Customer Master, B2B team, etc) to investigate, and take corrective actions towards invoices that have been disputed by the customer.
- Responsibilities:_

**Responsibilities**
- Assists in developing and implementing customer engagement plans aligned with the organization's goals and objectives.
- Responds to customer inquiries, feedback, and complaints promptly and keeps clients informed of the organization's offerings and ongoing promotions.
- Utilizes CRM software to track customer interactions, update profiles, and manage leads or opportunities.
- Identifies opportunities to cross-sell or upsell additional products or services to existing customers.
- Gathers and analyzes customer feedback to identify areas for improvement and collaborates with internal teams to implement changes based on customer input.
- Communicates order and delivery status to customers and channel partners in a clear and timely manner.
- Escalates complex or unresolved issues to higher-level customer engagement managers or relevant internal teams for resolution.
- Undergoes training and development to gain a better understanding of customer engagement processes and best practices.
- Ensures that customer engagement practices comply with relevant regulations, including data privacy laws.
- Handles and resolves a variety of moderately complex customer issues ensuring timely and satisfactory solutions.
- Maintains clear, proactive, and timely communication with customers and channel partners regarding order and delivery status, as well as updates on any issues or inquiries.
- Maintains detailed records of customer interactions, support activities, and issue resolution, ensuring accuracy and completeness for reporting and future reference.
- Supports in developing strategies to enhance customer retention, loyalty, and satisfaction, ensuring a positive customer experience at all touchpoints.
- Collaborates effectively with cross-functional teams to facilitate efficient issue resolution, process improvements, and a seamless customer experience.
- Collects and analyzes customer feedback to identify trends, pain points, and areas for improvement in products, services, and processes, and provides feedback to relevant teams.
- Maintains relationships with vendors and channel partners, ensuring smooth collaboration and effective communication to meet customer needs.
- Ensures adherence to organizational policies and procedures related to customer engagement and support activities, including compliance with legal requirements.
- Participates in ongoing training and development programs to stay updated on industry trends, best practices, and emerging technologies.
- Generates regular reports on key performance metrics, customer satisfaction, and issue resolution effectiveness to management and relevant stakeholders.
**Education & Experience** Recommended**
- Four-year or Graduate Degree in Business Administration, Economics, Sales, Marketing, or any other related discipline or commensurate work experience or demonstrated competence.
- Typically has 2-4 years of work experience, preferably in customer relationship management (CRM), customer service, customer experience management, account management, or a related field or an advanced degree with little or no work experience.
**Preferred Certifications**
- Certified Sales Operations Professional (CSOP)

**Knowledge & Skills**
NA

**Cross-Org Skills**
- Effective Communication
- Results Orientation
- Learning Agility
- Digital Fluency
- Customer Centricity

**Impact & Scope**
- Impacts own work and acts as a team member by providing information, analysis, and recommendations in support of team efforts.
**Complexity**

**Disclaimer

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