The Dispute Representative is responsible for mediation and resolution of billing disputes between shippers and carriers so that invoices are paid as appropriate. This position ensures a quality experience to both parties, and internal stakeholders by communicating complete and accurate information, and providing education to all involved as necessary so as to avoid future issues. The Representative is neutral and holds both parties accountable for providing supporting data and gives both sides a chance to respond to and resolve prior to arriving at a final conclusion. Despite the nature of the conflict, the Dispute Representative should ultimately strengthen customer support by engaging in a meaningful dialogue with both the customer and carrier. The goal of the Representatives is to support retention and repeat business; ultimately keep the customer shipping with the company, and the carrier providing service (if appropriate) post dispute resolution.
Acts as a liaison between customers, carriers, and internal departments to resolve customer-initiated billing issues in a timely manner. Collects all relevant supporting documentation from all parties involved. Then performs thorough investigation and research into shipment details in order to arrive at a final conclusion and communicating invoice impact and payment requirements.
Handles and addresses process training issues for internal and external customers relative to the transportation industry in order to minimize preventable billing issues (i.e. freight classifications, stackable freight, etc…). Also works with carriers to educate shippers on how to determine proper freight classification.
Identifies and escalates company provided system related billing issues to management as appropriate. Must be able to articulate the nature of the billing issue, and may be called upon to provide feedback to the IT group or other internal departments in order to determine the best possible solution to prevent recurrence.
Responsible for reviewing adjustments prior to invoicing to ensure accuracy. Issues final billing post adjustments to all parties based on outcome of research.
High school diploma required; some college coursework or Bachelor's degree preferred.
Previous customer service experience required; billing or dispute resolution experience preferred. Freight / transportation experience is also desirable.
Excellent communication skills (both verbal and written) with strong ability to communicate effectively via telephone and email
Strong problem solving skills
Understanding of accounts receivable and cash application related to customer accounts
Effective PC skills including working knowledge of MS Office Programs
Call Center process experience preferable
Ability to work in a fast paced environment
Effective time management and organizational skills, attention to detail and ability to multi-task
Freight / transportation industry experience helpful
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