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JOB DESCRIPTION
Represents addendum to Individual Labour Contract
Job Title: Exp Disputes Professional

SBG/SBU/Department: Customer Master and Dispute Team
Primary manager (job title): Sr. Disputes Supervisor
Job purpose: This is an excellent opportunity for an individual with a solid background in order management, dispute resolution, or finance.

Serve as the primary (internal/external) customer contact for your assigned dispute cases and ensure all customer needs and expectations are met. You will respond to inbound emails regarding invoice discrepancies as to price, customer account setup, contract issues, Project/Services issues, documentation issues, tax issues. You will communicate with other departments such as Project Managers, Field leader services, billing team, etc., to resolve customer issues. When C2C/CS creates and assigns a dispute, the Disputes Team will take ownership of the case, drive a consistent approach to review and investigate the root cause and ensure appropriate actions are taken before hand-back to C2C for collection or closure.

Roles and responsibilities

SPECIFIC Responsibilities

Main activities
Dispute Resolution

• Coordinate the dispute resolution for New or In-Process cases.
• For assigned dispute cases, review & analyze supporting documentation to validate if an actual error or discrepancy is in place to investigate; Understand the dispute root cause and perform required invoice correction.
• Follow the process standard work on resolution
• Record updates received from internal teams - Ensure dispute status is maintained on a regular basis to allow for improved reporting and analytics.
• Prioritize escalated/urgent cases/ high dollar cases - Communicate any escalations or help required and document all steps taken to resolve the dispute.
• Engage external Customers and internal cross functional core teams to address root cause of dispute and work to resolve invoice discrepancies.
• Once discrepancy is understood and resolved, document all findings, and assign/update the correct Reason Code/Root Cause/Category for the dispute.
• Contact appropriate teams to cancel and rebill invoice properly or process a credit
• If investigation turns out that discrepancy is not correct, collect all supporting documentation so C2C can collect on open balance.
• Ensure Customer is notified, either directly or via the appropriate function ex. C2C or CSR, of any action taken and provide a copy of the required documentation to obtain agreement to pay or settle invoice discrepancy.
• Centralizes monthly data regarding department planning and achievements
• Volume assignment & tracking
• Review Dispute Dashboard on Tableau for overall progress across regions
• Generates Closure Report/Performance reports/ required reports

Preventive Actions/RCCAs

• Work with leadership to identify projects to address root cause and corrective action if a dispute is trending or frequent in nature and requires a system/process solution to reduce/eliminate disputes
• Participates and Leads MOS with each SBU to close process gaps - Support projects surrounding complex recurring dispute root causes and drive corrective actions through respective functional organizations as needed
• Document and creates repository for RCCAs
• Provide creative solutions to difficult situations in a timely manner. Must be able to evaluate and react accordingly within minutes to meet the critical need of the customer.
• Keep manager informed of critical issues affecting departmental performance.
• Knowledge Sharing with other SBGs

GENERIC Responsibilities Main activities

Individual and team performance

• Fulfillment the daily activities (individuals or team activities), as well as the annual projects, per the established performance level

Continuous improvement/ HOS

Business continuity responsibilities

• Contributes in an active way to the continuous improvement of departments performance or companys performance identifies constantly the opportunities of improvement for own activity and departments activities (Kaizen ideas in accordance with the objectives of the company)
• Performs Gemba walks/5S audits/SOS audits/LSW audits, identifies non-conformities
• Performs business continuity activities when other colleagues are absent
• Trains other colleagues on his job activities
• Is trained by other colleagues to perform the activities from the team

Communication and reporting

• Participates to all the meetings which are necessary for this position

Health, security, environment, emergency situations- individual responsibilities

• Participates in identifying and assessing risks and environmental aspects
• Respects technical sanitary and organizational HSE measures , for direct reports
• Respects work instructions are created (including HSE instructions), for the jobs they manager, taking into account existing HSE risks
• Performs the activity in accordance with own experience, knowledge and work instructions of the role, in a specific manner in which no person is exposed to accidents or professional illnesses.
• prevents/ minimizes pollution of the environment
• Uses in a correct way the machines, equipments, tools, dangerous substances, transportation vehicles or other production tools
• Uses in a correct way the individual protection equipment
• Does not proceed to taking out of service, modification, changing or removing by own will the own security devices, especially in case of machines, equipments, tools, technical installations, and buildings and to use in a proper manner these devices.
• In case of fire emergency, informs direct manager, intervention team, firefighters and participates in extinguishing the fire.
• Immediately informs the manager about any work situation which has reason to consider it a threat to the safety and health of workers, as well as any deficiency of protection systems
• Informs the manager about the accidents suffered at work
• Participates at HSE trainings and to carry out related medical examinations
• Cooperates, as long as it is necessary, with the employer and/or with the assigned workers, to enable the employer to ensure that the work environment and the working conditions are safe and without risks for their safety and health, in its field of activity.
• In case of fire emergency/ accidental spilling/work accident, must inform the direct manager, intervention team/ firefighters/ the medical rescue team and participates actively in accordance with the specific responsibilities from the directives of intervention plans or the emergency team.
• Acquires and respects the provisions of the legislation in the field of health and safety at work, environment and SU and their application

Key performance indicators

• Daily key performance indicators (KPIs)
• Performing daily activities related to the areas of responsibility, according to the performance level established and regularly monitored by internal management tools ( eg Tier / Weekly / Monthly )
• Performance indicators, based on HPD goals
• Achiving performance goals established in HPD with the direct Manager
• Behaviours
• Acts in accordance with Honeywell behaviours

Job authority (decisions, authority, validations)

Health and safety risks
According to health and safety risks evaluation and professional risk assessment file

Working relationships
(Internally, in Honeywell and externally, with customers, suppliers, authorities etc)
Internally: Collection (C2C), Finance, Controllership, GCC, Business Leadership, Sales Leadership, IT Subject Matter Experts, IA Data Stewards, Master Data Experts, Corporate Team, Tax Team, ISC, Logistics, PM, FSS, PCO - entire IA organization depending on the needs
Externally: Customers

Qualifications/Experience/Knowledge
Education/Qualifications

• Bachelors or masters Degree in a relevant field

Experience

• 5+ years of direct experience in Customer Interaction or related
• 2+ years using Microsoft office (Word, Excel, PowerPoint, and Outlook) (Int - Adv level).
• 2+ Experience with SAP, Customer Portals, Oracle, Excel, integrated reporting systems

Professional skills and knowledge

• Excellent written and verbal communication skills
• English proficiency
• An ability to learn quickly
• Teamwork skills
• Demonstrate strong analytical and problem-solving skills
• Root cause analysis
• Influencing Skills
• A knowledge of principles and best practices in (customer service)
• An ability to take initiative and work with limited direction
• Some Project Management experience
• Six Sigma
• Root cause analysis
• Decision-making skills

Other skills and knowledge we value

• Other Languages

WE VALUE

• A broad knowledge of principles and best practices in warranty services
• An ability to take initiative and work with limited direction
• Salesforce.com experience
• International customer support experience
• Demonstrate strong analytical and problem solving skills
• Ability to collaborate with multiple Honeywell entities
• Excellent written and verbal communication skills
• SAP Experience

Additional Information

• JOB ID: HRD234648
• Category: Customer Experience
• Location: HW Camp II,Bldgs 9A&9B,Plot C2,RMZ Ecoworld,Varturhobli,Sarjapur Marathahalli Outer Ring Road,Bangalore,KARNATAKA,560103,India
• Nonexempt