Specialist - LnS Disputes

Overview

Manage the end-to-end SCM dispute resolution process, from analysing customer disputes and investigating shipment history to coordinating with internal stakeholders and ensuring timely closure.

What you'll do

• Manage the end-to-end SCM dispute resolution process, ensuring cases are investigated and resolved within defined timelines.
• Analyse disputes received against allocated targets and understand the reason and nature of each customer dispute.
• Investigate upstream processes and review shipment, transaction and system history to establish the complete background of disputed cases.
• Evaluate dispute cases and determine whether to accept, clarify or reject them based on available data and supporting documentation.
• Coordinate with Front Office, FinOps, Procurement and other relevant stakeholders to drive timely and effective dispute resolution.
• Process required amendments in core systems for accepted disputes, ensuring accurate and complete transactional updates.
• Manage cost checks, Purchase Order amendments and related financial adjustments as required.
• Communicate with customers to understand their requirements, provide appropriate clarifications and ensure timely resolution of disputes.
• Identify the root cause of disputes and document the reasons, actions taken and final resolution accurately.
• Close the feedback loop with the responsible process or error owner and support corrective and preventive actions to avoid recurrence.
• Perform necessary reconciliations and identify discrepancies related to system interfaces, transactions or upstream processes.
• Apply corrective actions and coordinate with relevant teams to resolve system and process-related issues.
• Ensure adherence to established controls, SOPs, process guidelines and quality standards throughout the dispute lifecycle.
• Monitor assigned targets, KPIs and performance parameters and provide timely updates on progress and exceptions.
• Handle ad-hoc customer requirements and exceptions with a strong sense of urgency while maintaining accuracy and process compliance.
• Take ownership of assigned disputes from initiation through closure and ensure timely resolution with minimal delays.

What you'll need

• Bachelor's degree in Finance, Accounting, Commerce, Supply Chain, Business Administration or a related discipline.
• Working knowledge of SAP and MS Excel, with the ability to quickly learn and adapt to new systems and digital platforms.
• Customer-focused approach with the ability to understand customer requirements and drive effective dispute resolution.
• Strong analytical and problem-solving skills with the ability to investigate issues, interpret data and identify root causes.
• Ownership mindset with the ability to independently manage issues and drive them through to closure.
• Data-driven approach with the ability to use data and supporting information for effective decision-making.
• Strong communication skills with the ability to collaborate effectively with customers and internal stakeholders.
• Good understanding of end-to-end processes and the ability to identify dependencies and impacts across upstream and downstream activities.
• Strong attention to detail with a focus on complete, accurate and error-free documentation.
• Process-oriented mindset with the ability to follow established SOPs, controls and compliance requirements.
• Ability to prioritise multiple cases and work with a strong sense of urgency to meet defined timelines and targets.
• Adaptability to changing processes, SOPs, systems and business requirements while maintaining operational quality.

Nice to have

• Experience in Finance & Accounting, Procurement, Shipping, Freight Forwarding, Supply Chain Operations or a related field.

Details

• Location: Navi Mumbai, India.
• Flexible working arrangements are offered.