Disputes Resolution Manager

Who are we?
At Calumet we deliver innovative specialty products trusted by companies across the globe. We are the foundation to everyday essential products that help millions of people live and thrive. We are headquartered in Indianapolis and have numerous production locations in the US. We are customer focused and utilize our values of collaboration and entrepreneurship to grow the business. We offer a dynamic, high-performance environment where team members can have real input and impact on our business. If you're ready to roll up your sleeves, treat the business as if it is your own and add value accordingly, come see why we're Calumet Proud!

PURPOSE:

This position is responsible for the management of our Dispute Resolution Specialists team and the proper processing of all internal/external disputes, claims, complaints, and incentive programs. Reporting to the Customer Service Director, the Disputes Resolution Manager's primary responsibility is to serve as the liaison between the Company and its customer base by supporting customer complaints and concerns.

KEY OBJECTIVES AND RESPONSIBILITIES:

• Supervises direct reports by communicating job expectations, planning, monitoring, coaching, and 1:1 meetings on bi-weekly basis; conducts performance and development reviews as per established guidelines
• Reviews, analyzes, and trends customer complaints
• Ensure adequate resolution to disputes regarding accounting, inventory, quality, shipment, and other discrepancies
• Validate proper internal approvals have been obtained
• Perform and document Root Cause analysis
• Work with Quality Management team specific to complaint resolution and root cause analysis
• Conduct training as appropriate to eliminate future occurrences
• Identify and implement corrective and preventive action, along with continuous improvement initiatives
• Escalate any unresolved or urgent issues to upper management as needed
• Prepare weekly reports and send to business unit leaders for review
• Works closely with cross functional teams to gain thorough knowledge and understanding of all appropriate software applications and their respective use (SAP, CRM, OHM, Clear, TM)
• All other duties as assigned

REQUIRED EDUCATION/EXPERIENCES:

• 10+ years in relevant field (bachelor's degree preferred)
• SAP Experience preferred in order fulfillment and supply chain
• Strong leadership and management skills
• Excellent analytical and problem-solving abilities
• Excellent communication skills - written and verbal
• Confident - able to make decisions in a fast-paced environment
• Good interpersonal skills - people at all organizational levels

Salary and benefits commensurate with experience. We are an equal opportunity employer including disability and veteran. All offers of employment are conditioned upon successfully passing a drug test.