General Position Summary

The Dispute Management Analyst is responsible for reviewing, analyzing, and resolving customer disputes, claims, and short payments to ensure accurate coding, assignment, and timely resolution. This role plays a critical part in minimizing financial risk by managing disputes in accordance with established policies, procedures, customer-specific requirements, and internal controls.

The analyst collaborates closely with internal teams (Credit, Sales, AR, Deductions) and external customers to investigate discrepancies, gather supporting documentation, and drive resolution throughout the dispute lifecycle. Strong analytical skills, attention to detail, and proactive communication are essential for success in this role.

Essential Functions / Major Responsibilities

Dispute Intake, Analysis & Coding

• Review and analyze customer claims, deductions, and short payments received through lockbox, remittance advice, and customer portals.
• Accurately code and create disputes within SAP AR and Dispute Management systems.
• Identify unidentified or misapplied deductions and ensure appropriate dispute reason codes are assigned.
• Create manual dispute cases where system-generated disputes are not available.
• Update new disputes with all required information, documentation, and notes in a timely manner.

Dispute Research & Documentation

• Obtain and validate supporting documentation from customers, including remittance advice, backup invoices, and portal downloads.
• Conduct initial analysis to determine claim validity and root cause.
• Organize dispute data for complex issues involving multiple deductions, often leveraging Excel to consolidate and present findings clearly.
• Prepare Excel uploads for customer remittance applications to ensure accurate dispute coding and recovery of denied or residual items.

Assignment, Coordination & Resolution Support

• Assign validated disputes to appropriate team members (Deduction Research Analysts or other stakeholders) for further investigation.
• Submit split requests when customer payments include multiple deductions grouped incorrectly by the customer or lockbox.
• Work cross-functionally with Credit, Sales, AR Specialists, and other departments to resolve disputes efficiently.
• Act as a subject matter resource for dispute-related inquiries from Credit and cross-functional teams.
• Support Deduction Research Analysts throughout the dispute management lifecycle.

Adjustments, Write-offs & Controls

• Approve or assign program disputes (e.g., Deferred Discounts, Destroy-in-the-Field) to appropriate levels based on authorization limits.
• Process dispute write-offs within approved authority levels using sound judgment and documented reasoning.
• Partner with AR Specialists to correct or reverse payment application errors impacting dispute balances.
• Ensure compliance with internal controls, audit requirements, and customer-specific contractual obligations.

Skills Required for Success

• Strong analytical and problem-solving skills with a focus on root-cause analysis
• High attention to detail and accuracy in coding and documentation
• Ability to manage high-volume dispute queues in a fast-paced, results-driven environment
• Effective written and verbal communication with customers, sales teams, and leadership
• Ability to prioritize multiple disputes while meeting strict deadlines
• Customer-focused mindset with strong follow-through and accountability
• High integrity, dependability, and sense of urgency

Technical & System Skills

• ERP experience required; SAP AR and Dispute Management preferred
• Advanced Excel skills, including report creation and data consolidation
• Proficiency in MS Office (Word, Outlook, Excel, PowerPoint), Windows, Acrobat
• Experience with Power BI and dispute/deduction reporting (e.g., DDO monthly reports)
• Strong knowledge of Accounts Receivable processes: invoicing, cash application, collections, trial balance

Secondary Functions

• Act as backup support in the absence of Supervisor or Manager
• Create, maintain, and update Standard Operating Procedures (SOPs)
• Provide training and onboarding support for new hires
• Assist with ongoing process improvement and documentation updates

Supervisory Responsibility

• None

Interpersonal Contacts

This position requires regular interaction with internal and external stakeholders, including Credit, Sales, AR, Deductions, and senior leadership. The role supports business operations across the United States and Canada and requires effective professional communication at all organizational levels.

Specific Job Competencies

• Strong negotiation, influencing, and business partnering capabilities
• Solid understanding of accounting principles, including accrual accounting
• Ability to analyze and challenge financial, accounting, and credit documentation
• Advanced computer proficiency and data analysis capabilities
• Strong organizational skills and ability to manage competing priorities
• Ability to collaborate effectively in remote work environments
• Excellent command of written and spoken English

Education & Experience

• Bachelor’s degree in business, Finance, Accounting, or related field preferred
• 3–5 years of experience in Accounts Receivable, Dispute Management, or Deductions with increasing levels of responsibility
• Preference for experience supporting retail customers in footwear, apparel, or outdoor industries
• Strong experience identifying and resolving dispute root causes
• Proven proficiency in ERP systems; SAP experience strongly preferred

Job Conditions

• Role requires flexibility in work hours and may extend beyond typical workday or workweek based on business needs

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This job description is not meant to be an all-inclusive list of duties and responsibilities, but constitutes a general definition of the position's scope and function in the company.