Job Description
Overview
Role Summary
Responsibilities
- Pull invoice, PO, contract, pricing, and service data from ERP (EBS/NSAP) and ServiceNow systems.
- Compare and reconcile data across systems (e.g., contracts in CLM, freight terms, pricing tables) to identify discrepancies.
- Close cases accurately by documenting root cause, resolution actions, and updating systems.
- Interpret facts to determine issue type and preliminary root cause assessment.
- Identify recurring dispute patterns and flag systemic issues to leadership.
- Escalate complex, ambiguous, or policy-exception cases appropriately.
- Maintain accurate case documentation and audit trail compliance.
- Contact customers or field representatives to gather missing information or clarify discrepancies.
- Select appropriate outreach methods for timely resolution.
- Communicate clear resolution outcomes and next steps.
- Support customer s...