[Hiring] Dispute Agent with German @Stanley Black & Decker, Inc.

Role Description

As the Dispute Agent with German, you will join our Credit and Collections team and take ownership of the End-to-End Dispute process for German-speaking customers across the EMEA region, with a dedicated focus on Germany, Austria, and Switzerland. You will:

• Manage and resolve OTC disputes for German-speaking customers in a timely, accurate, and professional manner.
• Perform deduction analysis and investigate the root causes of disputes and non-payment.
• Raise, process, and monitor dispute cases in the relevant systems.
• Prepare and process credit notes in line with internal procedures and approval requirements.
• Liaise with customers and internal stakeholders to ensure effective dispute resolution and a high level of service.
• Contact customers regarding disputed or overdue items, determine reasons for non-payment, and take appropriate corrective actions.
• Review supporting documentation, account details, and case history to determine the appropriate resolution path.
• Perform root cause analysis on recurring disputes and recommend corrective and preventive actions.
• Cooperate closely with cross-functional teams, including Sales, Supply Chain, and Customer Service, to support dispute resolution and process improvement.
• Support continuous improvement initiatives to enhance dispute handling efficiency and customer experience.

Qualifications

• Fluency in German and English, both written and spoken.
• Experience in disputes, OTC, Accounts Receivable, Credit & Collections, customer service, order management, finance operations, or a similar role.
• Experience in deduction handling, dispute case management, or credit note processing will be an advantage.
• Strong analytical skills, attention to detail, and the ability to investigate issues and identify appropriate resolutions.
• Excellent communication and stakeholder management skills, with the ability to work cross-functionally in a high-volume environment.

Benefits

• Private medical care through Lux Med.
• Life insurance subsidized by the employer through Generali.
• Access to the MyBenefit multicafeteria system.
• Participation in the PPE Goldman Sachs private pension program, including a 3.5% employer contribution, with enrollment possible after 3 months of employment.
• Seniority Awards.