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Overview

The Specialist, Dispute Resolution is responsible for working with Sales, Customers, E-Commerce, Customer Service, Pricing, Supply Chain, Tax, and the Accounts Receivable Teams (i.e., Billing, Cash Applications, Collections, and Credit), identifying root cause of customer issues, and coordinating solution of account set up issues to enhance cash flow and customer satisfaction. 

This can include a review of disputes related primarily to Electronic Data Interchange (EDI) transmissions and rejections, purchase orders, pricing, taxes, and returns.  Research errors on various 3rd party portals and make corrections when necessary. Implements, recommends, and identifies electronic billing solutions for high-level major/national multi-market accounts. Participates on Major Account Implementation rollouts with Customers and BSD Account Managers.   Assist customers having problems with Bill Management by providing necessary training and/or system resolution by creation of IT Defects and allow for up-front Customer interaction and relationship building.

They will partner to develop strategic processes for continuous improvement of the Office Depot Customer experience.  Analyze, research, and resolve errors to allow invoices to be paid more expediently. All activities directly relate to collection of accounts receivable that is approximately $5 billion annually and over 200,000 customer accounts.  Provide guidance and direction to Customers, Sales, Ecommerce, Customer Service, Collections and the Billing Department.  Handle complex issues that other areas are unable to resolve.  Responds to phone, and a large volume of email communications and inquiries.  Use critical thinking and independent judgment to resolve problems.  Recommend solutions, like Credit and Rebills, to properly invoice our customers.  Objective is to eliminate errors and increase cost savings for both the Customer and Office Depot.


Primary Responsibility:

  • Resolution of rejected EDI invoices. Research and analyze EDI rejection file to determine the root cause. Utilize AOPS, Oracle, GMIL, & D&B systems. This analysis is critical to prevent issues from reoccurring. Use of many 3rd party portals is essential to getting invoices approved for payment.  Provide daily direction, problem resolution, and coaching/training to Sales and Collectors when necessary regarding portals. Provide continued enhancements to existing business that will ensure soft cost and time saving solutions to our customers.
  • Responsible for resolving complicated account issues by generating solutions or recommendations by working directly with the customers while collaborating with the appropriate Sales management team and other internal Office Depot employees. Critical thinking and decision making is necessary in evaluating alternatives and often involves execution to bring to resolution. Manage numerous daily emails and respond timely to requests that originate from all areas internally as well as externally. Typical day can be 30-50 requests. Continue to streamline and improve the process by which Office Depot implements its accounts, while improving the rate at which revenue is generated.
  • Monitor the Credit and Rebill process to ensure all necessary information and requirements are met prior to Customer and Customer Service receiving billing information, so that payment can be processed accurately, and monies can be collected timely.
  • Recommend modifications for billing set-up of new account relationships and adjustments to existing accounts.  This includes assisting in the transition of Office Max to Office Depot accounts.
  • Research and analyze customers that would benefit from electronic billing and electronic payment solutions, whenever possible. Conduct training webinars, presentations, and recommendations to Customers, senior BSD management, Sales organization, Collectors, to resolve billing, credit, and collection issues so they can work more independently in the future.
  • Input and assimilate data identified on various reports and Webcollect to troubleshoot and resolve at risk accounts.  Identify potential uncollectible accounts to recommend appropriate write-offs.

Education & Experience:

Associates Degree (A.A.), Bachelors preferred or equivalent work experience
Finance, Customer Service,  Accounting, or related disciplines


4+ years of applicable experience
•Finance/Accounting oriented area with trade credit focus, proven knowledge of Electronic billing, EDI, and/or CXML billing and credit/collection, cash application, and credit practices and procedures required.  B2B environment preferred.
•Knowledge of office products, pricing, competition, sales objectives preferred and EDI experience.
•Microsoft Word, PowerPoint, Excel, Outlook, and  Access
•Knows fundamental concepts, practices and procedures of the billing and credit process.
•Ability to analyze financial data and independently interprets data and make sound decisions.
•Solid PC skills (MS Excel, MS Word, billing system)
•Excellent problem solving, negotiation, presentation,  organizational and persuasion skills
•Demonstrated proficiency with interfacing with mid to senior management.
•Ability to prioritize and handle multiple high profile tasks.
•Excellent verbal and written communication skills
Oracle, SAP, Citrix, PeopleSoft, GMIL, Ariba (or 3rd party systems).
•Positive and Engaging
•Customer focused
•Action Oriented
•Integrity, Accountability & Trust
•Demonstrate passion for the brand, products, services and solutions offered to our customers
•Must possess a desire to continually develop skills and product knowledge

 

Pay, Benefits & Work Schedule
Office Depot and Office Max offers competitive salaries, a benefits package, which includes a 401(k) and more, along with plenty of opportunity to move and grow within our organization! For immediate consideration for this exciting position, please click the Apply Now button.

How To Apply
Click the Apply Now button and follow the instructions on each page. When you have completed the application, click the submit button.

Equal Employment Opportunity
Office Depot and Office Max is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, sexual orientation or any other characteristic protected by law.
We will consider for employment qualified applicants with arrest and conviction records City & County of San Francisco Fair Chance Ordinance

Read More Read Less

At Office Depot, we offer our benefits around the 5 facets of Total Well-Being: Physical, Emotional, Work-Life, Financial, and Community. Here’s a look into what we offer:

Physical:

  • Health Insurance
  • Wellness Fairs
  • Flu shots
  • Fitness & Nutrition Programs
  • Ergonomic Support
  • Return-to-Work Programs

Emotional:

  • Mental Health Benefits
  • Support Programs

Work-Life:

  • Location Events & Activities
  • Onboarding Plan & 'Buddy'
  • Recognition & Rewards Programs
  • Flexible Work Schedules
  • Paid Holidays (as applicable by business unit)
  • Paid Time Off

Financial:

  • Retirement Programs
  • 401(k) Match
  • FSA/HSA Pre-Tax Benefits
  • HSA Match
  • HRA Funding
  • Discounts/Perks
  • Life/Disability Plans

Community:

  • Charitable Giving
  • Volunteering & Mentorship

At Office Depot, we offer our benefits around the 5 facets of Total Well-Being: Physical, Emotional, Work-Life, Financial, and Community. Here’s a look into what we offer:

Emotional:

  • Employee Assistance Programs

Community:

  • Associate Resource Groups focused on Diversity and Inclusion

As the working world continues to evolve, so are we. Shifting from an office supplies retailer to a business services platform is not a simple task, nor is it one we take lightly. It requires the diverse talents and contributions from each and every associate – all driven by our 5C culture of Customer, Commitment, Change, Caring and Creativity. We’re working together to make a difference, challenge the status quo, and be the trusted experts that help our customers manage their businesses. We’ve got 40,000+ associates to date – and we’re always looking to add great talent to our team. The once-in-a-lifetime opportunity to help transform our company to fuel the businesses and communities around us is knocking. Start your #LifeAtDepot and discover how you can be a part of the transformation.

  • Description

    Overview

    The Specialist, Dispute Resolution is responsible for working with Sales, Customers, E-Commerce, Customer Service, Pricing, Supply Chain, Tax, and the Accounts Receivable Teams (i.e., Billing, Cash Applications, Collections, and Credit), identifying root cause of customer issues, and coordinating solution of account set up issues to enhance cash flow and customer satisfaction. 

    This can include a review of disputes related primarily to Electronic Data Interchange (EDI) transmissions and rejections, purchase orders, pricing, taxes, and returns.  Research errors on various 3rd party portals and make corrections when necessary. Implements, recommends, and identifies electronic billing solutions for high-level major/national multi-market accounts. Participates on Major Account Implementation rollouts with Customers and BSD Account Managers.   Assist customers having problems with Bill Management by providing necessary training and/or system resolution by creation of IT Defects and allow for up-front Customer interaction and relationship building.

    They will partner to develop strategic processes for continuous improvement of the Office Depot Customer experience.  Analyze, research, and resolve errors to allow invoices to be paid more expediently. All activities directly relate to collection of accounts receivable that is approximately $5 billion annually and over 200,000 customer accounts.  Provide guidance and direction to Customers, Sales, Ecommerce, Customer Service, Collections and the Billing Department.  Handle complex issues that other areas are unable to resolve.  Responds to phone, and a large volume of email communications and inquiries.  Use critical thinking and independent judgment to resolve problems.  Recommend solutions, like Credit and Rebills, to properly invoice our customers.  Objective is to eliminate errors and increase cost savings for both the Customer and Office Depot.


    Primary Responsibility:

    • Resolution of rejected EDI invoices. Research and analyze EDI rejection file to determine the root cause. Utilize AOPS, Oracle, GMIL, & D&B systems. This analysis is critical to prevent issues from reoccurring. Use of many 3rd party portals is essential to getting invoices approved for payment.  Provide daily direction, problem resolution, and coaching/training to Sales and Collectors when necessary regarding portals. Provide continued enhancements to existing business that will ensure soft cost and time saving solutions to our customers.
    • Responsible for resolving complicated account issues by generating solutions or recommendations by working directly with the customers while collaborating with the appropriate Sales management team and other internal Office Depot employees. Critical thinking and decision making is necessary in evaluating alternatives and often involves execution to bring to resolution. Manage numerous daily emails and respond timely to requests that originate from all areas internally as well as externally. Typical day can be 30-50 requests. Continue to streamline and improve the process by which Office Depot implements its accounts, while improving the rate at which revenue is generated.
    • Monitor the Credit and Rebill process to ensure all necessary information and requirements are met prior to Customer and Customer Service receiving billing information, so that payment can be processed accurately, and monies can be collected timely.
    • Recommend modifications for billing set-up of new account relationships and adjustments to existing accounts.  This includes assisting in the transition of Office Max to Office Depot accounts.
    • Research and analyze customers that would benefit from electronic billing and electronic payment solutions, whenever possible. Conduct training webinars, presentations, and recommendations to Customers, senior BSD management, Sales organization, Collectors, to resolve billing, credit, and collection issues so they can work more independently in the future.
    • Input and assimilate data identified on various reports and Webcollect to troubleshoot and resolve at risk accounts.  Identify potential uncollectible accounts to recommend appropriate write-offs.

    Education & Experience:

    Associates Degree (A.A.), Bachelors preferred or equivalent work experience
    Finance, Customer Service,  Accounting, or related disciplines


    4+ years of applicable experience
    •Finance/Accounting oriented area with trade credit focus, proven knowledge of Electronic billing, EDI, and/or CXML billing and credit/collection, cash application, and credit practices and procedures required.  B2B environment preferred.
    •Knowledge of office products, pricing, competition, sales objectives preferred and EDI experience.
    •Microsoft Word, PowerPoint, Excel, Outlook, and  Access
    •Knows fundamental concepts, practices and procedures of the billing and credit process.
    •Ability to analyze financial data and independently interprets data and make sound decisions.
    •Solid PC skills (MS Excel, MS Word, billing system)
    •Excellent problem solving, negotiation, presentation,  organizational and persuasion skills
    •Demonstrated proficiency with interfacing with mid to senior management.
    •Ability to prioritize and handle multiple high profile tasks.
    •Excellent verbal and written communication skills
    Oracle, SAP, Citrix, PeopleSoft, GMIL, Ariba (or 3rd party systems).
    •Positive and Engaging
    •Customer focused
    •Action Oriented
    •Integrity, Accountability & Trust
    •Demonstrate passion for the brand, products, services and solutions offered to our customers
    •Must possess a desire to continually develop skills and product knowledge

     

    Pay, Benefits & Work Schedule
    Office Depot and Office Max offers competitive salaries, a benefits package, which includes a 401(k) and more, along with plenty of opportunity to move and grow within our organization! For immediate consideration for this exciting position, please click the Apply Now button.

    How To Apply
    Click the Apply Now button and follow the instructions on each page. When you have completed the application, click the submit button.

    Equal Employment Opportunity
    Office Depot and Office Max is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, sexual orientation or any other characteristic protected by law.
    We will consider for employment qualified applicants with arrest and conviction records City & County of San Francisco Fair Chance Ordinance

    Read More Read Less

  • Benefits

    At Office Depot, we offer our benefits around the 5 facets of Total Well-Being: Physical, Emotional, Work-Life, Financial, and Community. Here’s a look into what we offer:

    Physical:

    • Health Insurance
    • Wellness Fairs
    • Flu shots
    • Fitness & Nutrition Programs
    • Ergonomic Support
    • Return-to-Work Programs

    Emotional:

    • Mental Health Benefits
    • Support Programs

    Work-Life:

    • Location Events & Activities
    • Onboarding Plan & 'Buddy'
    • Recognition & Rewards Programs
    • Flexible Work Schedules
    • Paid Holidays (as applicable by business unit)
    • Paid Time Off

    Financial:

    • Retirement Programs
    • 401(k) Match
    • FSA/HSA Pre-Tax Benefits
    • HSA Match
    • HRA Funding
    • Discounts/Perks
    • Life/Disability Plans

    Community:

    • Charitable Giving
    • Volunteering & Mentorship
  • Benefits Part-Time

    At Office Depot, we offer our benefits around the 5 facets of Total Well-Being: Physical, Emotional, Work-Life, Financial, and Community. Here’s a look into what we offer:

    Emotional:

    • Employee Assistance Programs

    Community:

    • Associate Resource Groups focused on Diversity and Inclusion
  • About Us

    As the working world continues to evolve, so are we. Shifting from an office supplies retailer to a business services platform is not a simple task, nor is it one we take lightly. It requires the diverse talents and contributions from each and every associate – all driven by our 5C culture of Customer, Commitment, Change, Caring and Creativity. We’re working together to make a difference, challenge the status quo, and be the trusted experts that help our customers manage their businesses. We’ve got 40,000+ associates to date – and we’re always looking to add great talent to our team. The once-in-a-lifetime opportunity to help transform our company to fuel the businesses and communities around us is knocking. Start your #LifeAtDepot and discover how you can be a part of the transformation.

 
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Career Progression

  • 2014
    MERCHANDISING INTERN
  • 2015
    CATEGORY ASSISTANT
  • 2017
    SR. ASSOCIATE MERCHANT
  • 2020
    DIVISIONAL MERCHANDISING DIRECTOR

Associate Spotlight

Carlos Q
 

Carlos Quiros

Lead Functional Analyst, PMO

"I began my career as an intern in Property Accounting at Office Depot 12 years ago. Office Depot helped me leverage my academic background in Finance, leading me to tenures in General Accounting, Accounts Receivable, Financial Planning & Analysis. I was able to then pivot my career to the IT PMO, and more recently the EPMO. As a Lead Functional Analyst, I work to improve the financial visibility of projects to Project Managers and Leaders across the enterprise as well as to enable better decision making. I look forward to growing with Office Depot and contributing to a winning environment!"

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