Job Description

Job Summary

The Process Analyst/Associate is responsible for managing and resolving customer invoice disputes within the Order-to-Cash (OTC) process while ensuring timely collections, minimizing revenue leakage, improving customer experience, and driving process improvements. The role requires close collaboration with Customers, Sales, Customer Service, Master Data, Billing, Logistics, and Credit & Collections teams to ensure effective dispute resolution and root cause elimination.

Key Responsibilities

Preferred Skills (Experienced):

• Investigate dispute root causes by coordinating with cross-functional teams.
• Ensure timely resolution of disputes within defined SLA and KPI timelines.
• Track and follow up on aged and unresolved disputes.
• Maintain accurate dispute records and supporting documentation.
• Experienced in SAP (Basic T-codes and navigations)

Skill Requirements

1. Basic Understanding Of Order Management Processes And Systems
2. Excellent Written And Verbal Communication Skills
3. Problem-Solving Abilities With A Service Mindset
4. Proficiency In Data Management And Accuracy
5. Ability To Evaluate And Improve Operational Workflows

Other Requirements

1. Optional But Valuable: Certified In Order Management Or Customer Service Excellence

• Basic understanding of Finance and Accounting concepts
• Knowledge of Accounts Receivable processes
• Basic understanding of OTC lifecycle
• Customer service orientation
• Quick learners on applications