Associate OTC

Role Overview

As a key player in the Finance Operations team within a leading global medical technology and devices company, you will be responsible for shaping our Disputes Center of Excellence (CoE). Your primary focus will be ensuring the effective, efficient, and timely delivery of the dispute resolution process, in strict alignment with the company's Delegated Authority Matrix and Group Finance Manual guidelines.

This role is ideal for a proactive professional who excels at problem-solving, root-cause analysis, and cross-functional collaboration in a dynamic corporate environment.

Key Responsibilities

• Dispute Resolution & Customer Communication: Own the end-to-end resolution of customer disputes, ensuring all outcomes are fully documented. Actively contact customers to communicate resolutions and provide supporting documentation.

• Root-Cause Analysis: Analyze dispute trends to identify underlying root causes. Propose and coordinate permanent fixes with relevant internal departments to prevent future occurrences.

• Cross-Functional Coordination: Collaborate closely with internal stakeholders (Sales, Customer Service, Finance) to resolve complex customer queries and align on corrective actions.

• Data Management & Tracking: Maintain accurate customer master data and ensure all dispute steps, resolutions, and customer interactions are meticulously tracked in the system.

• Reporting & Risk Management: Monitor and report daily dispute statistics, proactively flagging potential financial or operational risks to management. Escalate unresolved bottlenecks to relevant department heads when necessary.

• Process Improvement: Drive operational efficiency by suggesting and implementing process standardizations and improvements within the CoE.

• System Operations: Work daily with modern Order-to-Cash (OTC) and ERP tools, including SAP, GetPaid, ESKER, and EDI.

Candidate Profile & Requirements

Professional Experience:

• Experience in Order Management, Customer Service, Collections, or Dispute Management within an international corporate or Shared Services Center (SSC) environment is a strong asset.

Technical Skills & Tooling:

• Minimum basic-to-intermediate MS Excel skills.

• Hands-on experience with SAP is highly preferred.

• Exposure to GetPaid, EDI, or ESKER platforms is considered a significant plus.

Language Proficiency:

• English: Fluent or highly communicative (written and spoken) — mandatory.

• Spanish: Fluent (written and spoken) — optional / strong advantage.

Core Competencies:

• Outstanding verbal and written communication skills.

• Sound decision-making capabilities and strong personal accountability.

• Ability to thrive and build productive, collaborative relationships under pressure in a fast-paced environment.