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Job Description: Dispute Analyst
Job Title
Dispute Analyst
Department
Credit & Accounts Receivable (AR)
Reports To
Credit Team Lead
Position Summary
The Dispute Analyst is responsible for managing, investigating, and resolving customer payment disputes and deductions. This role works closely with Credit, Customer Service (CSR), Sales, Accounts Receivable, Tax, and other internal stakeholders to identify root causes, facilitate resolutions, and reduce recurring disputes. The analyst ensures accurate dispute coding, maintains detailed documentation, and drives timely closure of open cases while supporting working capital and cash collection objectives.
Key Responsibilities
Dispute Investigation & Resolution
Review and investigate customer deductions, short payments, overpayments, and disputed invoices.
Analyze dispute documentation, remittance information, payment history, and customer communications.
Determine root cause and assign or update appropriate dispute classifications and reason codes.
Manage disputes from case creation through final resolution and closure.
Stakeholder Management
Coordinate with Customer Service, Sales, Credit, AR, Tax, Rebate, Logistics, and other business functions to obtain information and drive resolution.
Conduct periodic reviews and escalation meetings for aged or high-value disputes.
Communicate dispute status and action requirements to relevant stakeholders.
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Generate and process adjustments related to pricing, freight, logistics, and customer deductions as authorized.
Maintain dispute records and support documentation in ERP systems (SAP/Dispute Management tools).
Ensure compliance with company policies, controls, and approval authorities.
Root Cause Analysis & Continuous Improvement
Identify recurring dispute trends and recommend corrective actions.
Perform customer account reconciliations and dispute portfolio reviews.
Support process improvement initiatives aimed at reducing dispute volume and aging.
Develop and maintain process documentation and knowledge-sharing materials.
Reporting & Performance Monitoring
Monitor dispute aging, backlog, and resolution metrics.
Provide regular reporting and dashboards on dispute performance.
Support leadership reviews with trend analysis and risk identification.
Required Qualifications
Bachelor’s degree in finance, Accounting, Commerce, Business Administration, or related field.
Experience
Preferred 2-5 years of relevant experience in Dispute Management
Experience working in a shared services or global operations environment preferred.
Technical Skills
SAP (FI-AR, FSCM, Dispute Management) or equivalent ERP system.
Advanced Microsoft Excel skills.
Experience with Power BI or reporting tools is preferred.
Key Competencies
Analytical and problem-solving skills
Customer dispute resolution expertise
Stakeholder management and influencing skills
Process improvement mindset
Effective verbal and written communication
Time management and prioritization
Dispute Closure Rate
Reduction in Recurring Disputes
SLA Compliance
Accuracy of Dispute Coding
Knowledge of dispute reason codes, customer deductions, rebates, freight claims, pricing discrepancies, tax disputes, and invoice reconciliation.
Experience collaborating with Sales, Customer Service, Cash Application, and Credit teams in a global environment.
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DuPont is an equal opportunity employer. Qualified applicants will be considered without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability or any other protected class. If you need a reasonable accommodation to search or apply for a position, please visit our Accessibility Page for Contact Information.
DuPont offers a comprehensive pay and benefits package. To learn more visit the Compensation and Benefits page.
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