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Dispute Resolution Analyst

Jalisco, Mexico (On-site)

Dispute Resolution Analyst

1 Month ago • 2-4 Years • Logistics

About the job

3 skills required for this role

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-sap

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Job Description

The Dispute Resolution Analyst role at HP in Tlaquepaque, Jalisco, Mexico, involves acting as the primary contact for customer account inquiries and resolving operational issues arising from the sales process. This includes handling disputes, order statuses, returns, deliveries, and invoicing. The Analyst will collaborate with various internal teams (Collections, Customer Ops, Logistics, etc.) to investigate and correct invoice discrepancies. Additional responsibilities encompass training team members on specialized topics like dispute management and web invoicing, and contributing to process optimization initiatives. The ideal candidate possesses strong communication and problem-solving skills, knowledge of S4-SAP and order-to-cash processes, and experience in accounts payable or collections.

Must have:

Investigate and resolve customer invoice disputes
Collaborate with internal stakeholders
Strong communication & problem-solving skills
Knowledge of S4-SAP and Order-to-Cash processes
Experience in Accounts Payable or Collections

Good to have:

Knowledge of vendor portals (Ariba, Coupa)
Understanding of financial aspects of supply chain
Proficiency in multiple languages

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Dispute Resolution Analyst

Description -

Job description: 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:

Acts as a first point of contact for regular, on-going customer accounts and some "top-tier" customers, on daily operational matters.

Resolves operational issues that may arise from the end-to-end sales process (e.g., order status, returns, and deliveries, invoicing, returns, and financial post- sales programs).

Engages with other functions and organizations to resolve issues (e.g., sales teams, supply chain, logistics) as they relate to customer support.

Acts as a point of contact for a specialized topic (e.g., dispute management, web invoicing, claims, order management, special pricing) and trains team members.

Contributes to efforts to optimize current processes, often collaborating with other groups within HP to improve day-to-day activities.

Represents team as a subject matter expert on internal processes to other functions and organizations.

Education and Experience Required:

First level university degree or equivalent experience.

Typically 2-4 years of related experience (e.g., supply chain, customer service, procurement, financial management).

Knowledge and Skills:

Intermediate communication skills with ability to convey medium impact messages clearly (verbal, written and presentation) to internal and external peers and management. Mastery in English and local language as well as other languages as required.

Knowledge of S4-SAP, web invoicing, dispute management, collections, Order To Cash processes, is preferred.

Experience in Accounts Payable or Collections is a plus.

Knowledge of vendor portals is a plus (Ariba, Coupa, etc)

Knowledge of financials tied to supply chain operations (invoices, credits, returns)

Intermediate understanding of moderately complex internal operational issues.

Developed problem-solving and analytical skills.

Broad knowledge of the end-to-end process of sales operations.

Developing knowledge of local legal compliance issues.

Demonstrated teamwork and collaboration skills.

Ability to structure and apply developed organizational skills to manage daily operational issues.

Job -

Sales Operations

Schedule -

Full time

Shift -

No shift premium (Mexico)

Travel -

Relocation -

Equal Opportunity Employer (EEO) -

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement

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About The Company

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Our vision is to create a world where innovation drives extraordinary contributions to humanity. This vision guides everything we do, how we do it, and why we do it.

Our technology – a product and service portfolio of personal systems, printers, and 3D printing solutions – was created to inspire our vision and we are doing everything in our power across climate action, human rights, and digital equity to make it so.

We believe thoughtful ideas can come from anyone, anywhere, at any time. And all it takes is one to change the world.