Dispute & Query Specialist

Dispute & Query Specialist, Bucuresti

GBS brings together nearly 2,000 employees across several countries and entities, working in a coordinated manner to provide top-tier efficient and compliant business support to Business Units and Corporate functions.

Amongst others, the GBS includes an Invoice-to-Pay (I2P) department, which mainly covers invoice processing, T&E processing, payment handling, dispute resolution, and queries management activities.

As a Dispute & Query Specialist, you will be responsible for the accurate and timely resolution of supplier invoice disputes and queries for a large panel of entities, business partners, and suppliers. You will ensure that queries are answered in line with policies, regulatory requirements, internal controls, and Service Level Agreements (SLAs), contributing to operational excellence and overall compliance.

Responsibilities:
Dispute Resolution and Queries Management:

• Qualify and investigate internal & supplier queries regarding Accounts Payable (invoice status, payments, discrepancies) from internal and external stakeholders.
• Investigate and resolve Accounts Payable disputes and discrepancies, such as pricing & quantity mismatches, or other related invoice issues.
• Liaise with relevant stakeholders &/or suppliers to clarify queries and disputes, including requesting additional details from suppliers and/or support from internal/external stakeholders.
• Ensure timely and accurate resolution of queries and disputes, including supporting suppliers and internal stakeholders to take the necessary actions (e.g., creation of GR, request of CNs, change PO, etc.).
• Monitor open items, blocked invoices, and blocked payments; support root cause identification with relevant teams, launch Level 2 resolution activities, follow up on relevant stakeholders, and report on backlog.
• Ensure all actions and communications are properly documented in the ticketing or workflow system (e.g., ServiceNow) and/or IMS (e.g., Basware).
• Perform follow-up and escalate unresolved or complex cases to the relevant team or management

Compliance & Controls:

• Maintain a clear audit trail for all dispute and query cases.
• Ensure all dispute and query resolutions comply with policies, tax regulations, and internal control requirements (e.g., SOX, audit).
• Identify and escalate compliance issues to the Team Lead.

Performance and Continuous Improvement:

• Ensure high levels of service quality in line with agreed KPIs and SLAs.
• Identify recurring issues and propose process improvement opportunities for dispute and query management.
• Contribute to standardization, automation, and knowledge-sharing initiatives across the GBS network.
• Support the implementation of improvements in I2P ways of working.

Collaboration with Key Stakeholders:

• Act as a team player with your colleagues.
• Receive instructions and guidance from the Team Lead on priorities and activities, as well as coaching and performance feedback.
• Collaborate with other I2P specialists, Procurement, and Business Units to secure accurate and timely resolution of disputes and queries. Perform close follow-up when required.
• Support other I2P teams when required.

Desired education, expertise, and skills:
2–3 years of experience in I2P / Accounts Payable, Treasury, or payment processing functions, ideally in a multinational environment and/or in the context of shared service

Soft Skills:

• Analytical and detail-oriented attitude
• Proactive, problem-solver and solution-oriented mindset
• Fast-learner and able to adapt in a fast-paced environment
• Driven and respectful team-player
• Escalation handling and process improvement mindset
• Ability to prioritize tasks and manage time effectively

Languages:

• English – advanced (both written and spoken)
• French – and other European languages – is a nice-to-have