About this role
Job title: Regional Disputes Analyst
About the Role The Regional Disputes Analyst is responsible for the end-to-end management of customer disputes across LATAM markets within a Shared Services / GBS environment. This role ensures timely resolution, financial risk mitigation, policy compliance, and accurate documentation of all deduction-related activities. The position acts as a key liaison between Accounts Receivable, Credit, Sales, Customer Service, and Supply Chain, driving effective dispute resolution and prevention through root-cause analysis and process improvements.
What You'll Do
- Dispute Management: Receive, log, classify, and prioritize customer disputes in the tool provided by the company and case management systems. Review and validate supporting documentation (pricing agreements, trade promotions, contracts, proof of delivery, discounts, credit notes). Coordinate cross-functionally to investigate and resolve disputes within defined SLA timelines. Ensure proper approval workflow and compliance with internal control requirements (including SOX where applicable). Request credit notes in alignment with company policies.
- Financial Control & Risk Management: Analyze dispute impact on Accounts Receivable aging, DSO, and bad debt exposure. Monitor blocked balances and open deduction trends. Identify recurring issues and potential commercial or operational risks.
- Reporting & Analytics: Prepare and maintain regional dashboards and KPI reports, including: Dispute aging, Resolution cycle time, Top customers and root causes, Market-level trends.
- Process Excellence & Continuous Improvement: Support regional standardization initiatives within OTC processes. Maintain and update SOP documentation. Identify automation and optimization opportunities. Participate in transformation and process improvement projects within GBS. Perform root cause analysis (RCA) and recommend corrective and preventive actions.