Disputes Analyst

Summary Serves as the primary point of investigation for invoice disputes within the Order-to-Cash Resolution (OTC-R) organization. Responsible for gathering invoice, purchase order, contract, and service data across ERP systems (EBS/NSAP) and ServiceNow systems; identifying discrepancies; applying policy-based corrections; and communicating outcomes to customers and commercial stakeholders. Success in this role requires foundational financial knowledge, strong attention to detail, system fluency, and professional customer communication.

Pull invoice, PO, contract, pricing, and service data from ERP (EBS/NSAP) and ServiceNow systems. Compare and reconcile data across systems (e.g., contracts in CLM, freight terms, pricing tables) to identify discrepancies. Apply standard corrections within policy guidelines (credits, rebills, adjustments, or no-change determinations). Close cases accurately by documenting root cause, resolution actions, and updating systems. Interpret facts to determine issue type and preliminary root cause assessment. Identify recurring dispute patterns and flag systemic issues to leadership. Escalate complex, ambiguous, or policy-exception cases appropriately. Maintain accurate case documentation and audit trail compliance. Contact customers or field representatives to gather missing information or clarify discrepancies. Select appropriate outreach methods for timely resolution. Communicate clear resolution outcomes and next steps. Support customer satisfaction through responsive and professional engagement. Learning & Process Adherence Maintain case hygiene and follow established playbooks and documentation standards. Participate in training to strengthen financial and system knowledge (tax, freight, surcharges, pricing structures). Contribute feedback to improve knowledge bases and resolution guides. Key Executive Partners Sales (Field Representatives, Order Managers, OTC Leads) Customer Service Finance / AR / Billing Digital / IT (SAP, ServiceNow) Customer Master Data Qualifications Bachelor’s degree in Business, Finance, Accounting, or related field preferred. 1–3 years of experience in Order to Cash, Billing, Customer Service, or related operational role. Basic understanding of financial components such as tax, freight, pricing terms, and surcharges. Experience working in ERP systems (e.g., SAP, EBS/NSAP) and case management platforms (e.g., ServiceNow). Strong attention to detail and ability to reconcile data across multiple systems. Professional written and verbal communication skills. Ability to operate in a customer-facing capacity.