Dispute Resolution Supervisor

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 supervision of the Dispute Resolution Specialists team along with the processing of all internal/external disputes, claims, complaints, and incentive programs consistent with the established processes. Reporting to the Sr. Manager, Pricing and Disputes, the Disputes Resolution Supervisor's primary responsibility is to support the Dispute Resolution Specialists and ensure timely and accurate closure of disputes and claims. The candidate will support the Manager, Pricing and Disputes as necessary.

KEY OBJECTIVES AND RESPONSIBILITIES:

• Supervises the Dispute Resolution Specialists by communicating job expectations, planning, monitoring, coaching, and participating in 1:1 meetings on bi-weekly basis
• Conducts performance and development reviews as per established guidelines
• Maintains proper workload balance and cross training activities for Dispute Resolution Specialists
• Updates and maintains all work instructions and SOPs related to dispute processes/functions
• Conducts all new hire induction planning, and managing the scheduling and training process throughout the induction period
• Develops training programs, implements on-going training, and conducts any all testing when required
• Works with internal business owners to ensure processes remain updated and valid
• Assists with reviewing, analyzing, and trending customer complaints
• Validates proper internal approvals have been obtained
• Escalates any unresolved or urgent issues to Manager, Pricing and Disputes as needed
• All other duties as assigned

REQUIRED EDUCATION/EXPERIENCES:

• Degree in business administration or equivalent experience
• 2+ years' experience in dispute resolution preferred
• SAP experience in order fulfillment and supply chain
• Prior supervisory/management experience preferred

COMPETENCIES:

• Strong leadership and management skills
• 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.