Customer Dispute Representative
7 months ago
**Your Title**:Customer Dispute Representative
**Job Location**:Bangkok,Thailand
**Our Department**:Operations
- Do you pride yourself in your accomplished customer service skills? _
- Do you enjoy problem solving and working autonomously? _
**What You Will Do**
We are seeking a dedicated and skilled Customer Dispute Representative to join our dynamic and global Trimble shared services team. This role is responsible for effectively managing and resolving customer disputes and concerns in a timely and satisfactory manner, investigating complex internal and external customer complaints and claims, communicating with various internal teams, and ensuring that customer issues are resolved in alignment with company policies and customer satisfaction goals.
- Complex Dispute Resolution: Investigate and resolve more complicated customer disputes and concerns related to product or service quality, billing discrepancies, shipping issues, and any other customer-related concerns in a professional and empathetic manner.
- Problem-Solving: Analyze complex situations and find creative solutions to ensure that customer issues are resolved to their satisfaction while maintaining the company's best interests.
- Documentation: Maintain accurate and detailed records of customer interactions, investigations, and resolutions in the company's CRM system.
- Escalation: Escalate unresolved or complex disputes to higher levels of authority within the organization while providing comprehensive background information to aid in their resolution.
- Continuous Improvement: Provide feedback & insights to management on recurring customer disputes, process inefficiencies, ongoing improvements in customer service and operational processes.
- Customer Satisfaction: Strive to meet or exceed customer satisfaction targets by addressing concerns promptly, demonstrating empathy, and ensuring a positive overall customer experience.
- Warranty Claims: Validate data received from Trimble Dealers & load credit memo requests into Oracle.
- Trade-In Credits: Reconcile claims with Trimble program bulletins, obtain approvals & issue credit memos.
- Tax Corrections: Issue credits/debits to correct taxing errors.
- Special Projects: Participate in testing scenarios for special internal system enhancements.
- Credit Card Chargebacks: Research and resolve customer credit card disputes.
- Internal Audits: Participate in audit activities and provide transparent information to audit professionals
**What Skills & Experience and Qualifications You Should Bring**
- Some experience in either claims management, dispute resolution, accounting, order administration, sales support or accounting / finance.
- Empathetic and patient approach to handling customer concerns and resolving disputes.
- Strong organizational skills, attention to detail and accuracy in data entry and order processing.
- Fluency in English language in reading, writing and verbal communication.
- Excellent communication skills, both written and verbal, to interact effectively with customers and internal teams while conveying a positive, service-oriented attitude.
- Ability to work in a fast-paced environment, prioritize tasks, and meet deadlines.
- Exercise sound judgment to resolve issues, and proactive problem-solving w/strong attention to detail.
- Ability to provide high-quality administrative support and multitask effectively.
- Demonstrated ability to prioritize tasks, manage multiple issues simultaneously, and meet deadlines.
- Advanced problem-solving skills to address complex claims-related issues and find solutions promptly.
- Adaptability & willingness to adapt to changing business needs and a fast-paced environment.
**Your main stakeholders will include**:
Internal: Sales managers / Sales Operations /Business Division and Sector controllers / Operations: Export, shipping, config etc./Planner/Buyers /Export Compliance /Customer Support teams / Product managers /Credit & Collections /Cash Applications /Tax professionals /Revenue Recognition professionals /Internal Audit professionals External: Customers/Resellers / Contracted consultant companies
**Information About Your Location**
This position will be based at our office location in Bangkok.
**About our Corporate Operations Division**
Trimble is transforming the way the world works by delivering products and services that connect the physical and digital worlds. Core technologies in positioning, modeling, connectivity and data analytics enable customers to improve productivity, quality, safety and sustainability. From purpose-built products to enterprise lifecycle solutions, Trimble software, hardware and services are transforming a broad range of industries such as agriculture, construction, geospatial and transportation and logistics.
**Trimble’s Inclusiveness Commitment**
We believe in celebrating our differences. That is why our diversity is our strength. To us, that means actively participating in opportunities to be i
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