Dispute Investigator

**JOB DESCRIPTION**

**About Us**

Team Global Express is an Australian-owned logistics business driving more sustainable transport solutions for our customers. Built on a 130-year-old history, our innovative thinking, assets, and capabilities support national interests, helping businesses operate efficiently. Our dynamic teams deliver across an expansive road, rail, air, and sea network, providing transport, logistics, and business solutions to customers throughout Australia and New Zealand.

Team Global Express is led by Christine Holgate, Group CEO, and backed by Allegro Funds, Australia’s most awarded transformation and turnaround private equity firm. Our organisation is undergoing transformation across the business and now is a great time to join to make this role your own.

**About the Role**

Team Global Express (TGE) is seeking a highly motivated, skilled and experienced Dispute Resolution Specialist to join our Integrated Business Solutions (IBS) team.

As the Dispute Resolution Specialist, you will be responsible for investigating and resolving customer disputes within prescribed business rules. Your primary focus will be on supporting cash collections by resolving disputes and processing credits in accordance with service level agreements (SLAs). Additionally, you will play a crucial role in identifying the root cause of disputes and escalating them to key stakeholders.

**Key Responsibilities**:

- Drive the highest level of service delivery provided by the IBS O2C Team to ensure timely service deliverables and effective responses to all issues, escalations, and the required corrective actions.
- Ensure sound governance and operational consistency with processes.
- Foster effective collaboration between Onshore and Offshore Disputes teams, as well as with wider O2C teams.
- Engage with Account Managers, Operations, Finance GMs, and BU EGMs to resolve escalated issues.
- Actively promote the IBS model and drive innovation and continuous improvement.
- Build relationships, influence, and engage across Toll and Accenture.
- Maintain industry knowledge of transport and logistics.
- Utilise problem-solving skills to address customer disputes effectively.
- Leverage shared services experience to optimise dispute resolution.
- Utilise ERP systems, preferably from working within a large, multinational organisation.
- Communicate effectively through written and oral channels.
- Manage stakeholders efficiently to gather requirements and resolve issues collaboratively.
- Demonstrate the ability to work and collaborate effectively in and across teams.

**Qualifications and Experience**:

- A strong industry knowledge of transport and logistics.
- Excellent problem-solving skills.
- Familiarity with credit management processes and procedures.
- Prior experience in shared services.
- Proficiency in ERP systems, preferably from working within a large, multinational organisation.
- Strong computer literacy encompassing the extended MS Office suite.
- Effective written and oral communication skills.
- Strong stakeholder management skills supporting requirements gathering and issue resolution.
- Ability to work and collaborate effectively in teams.
- 2+ years of prior related job experience.

**Personal Attributes**:

- Exceptionally highly developed interpersonal and communication skills.
- Customer-focused mindset.
- Ability to foster teamwork and work effectively with other to set goals, resolve problems, and make decisions that enhance organisational effectiveness.
- Ability to earn respect and create a sense of community amongst remote teams from different backgrounds.

**Why Team Global Express (TGE)**
- Competitive salaries, 82% of our employees considered salaries competitive/high (Seek)
- Excellent career development and progression opportunities
- TGE offers all employees well-being and mental health services
- Uncompromising dedication to the safety of all our employees
- Staff discounts via the likes of Coles Express, G’Day Rewards, Officeworks & Hertz etc
- Up to 14 weeks paid primary carers parental leave
- Nominated ‘Best Carrier’ (NORA Solution Partner Awards)
- Our sector is very secure, much sought after, growing and worth over $115 billion AUD every year
- We invest heavily through Environmental, Social & Governance (ESG) framework
- Strong Corporate Social Responsibility (CSR) business model.

**Diversity and Inclusion**

We celebrate difference.

Why Team Global Express - Team Global Express

We believe nurturing a diverse and inclusive workplace, which celebrates different points of view and gives everyone the chance to contribute, as we build to a bigger and brighter future.

As an Equal Opportunity Employer, all qualified applicants will receive consideration for employment without regard to race, religion, gender identity or expression, sexual orientation, age, marital or disability status.

To be considered, you must be entitled to work in the specified country and be prepared to