Client Resolution Supervisor

Remember the last time you danced in a supermarket or while shopping for clothes? We are the ones playing that music for you.

Mood Media is the Global Leader in elevating Customer Experiences – combining Sight, Sound, Scent, Social Media and Mobile Solutions to create greater emotional connections between brands and consumers. Our clients include companies of all sizes and market sectors, from the world´s biggest brands to thousands of small businesses. Our solutions reach more than 150 million people every day at 500,00+ client locations in 106 countries.

Ability to demonstrate problem solving and analytical skills
Ability to effectively time manage is key
Ability to work in a fast paced, ever changing environment
Previous experience supervising or leading the work of others
Experience in Customer Service and/or Accounts Receivable is preferred
Knowledge of large ERP systems, preferably Oracle
Proficient in Microsoft Office applications (Word, Excel, PowerPoint, etc.)
Ability to communicate effectively verbally and in writing in English

Please note that this position requires you to work with US clients during US time
Hours worked: 3:30 EEST – 12 midnight EEST

Sets team goals in conjunction with the Manager and establishes priorities of Client Resolution staff
Leads the work of Client Resolution Team by demonstrating proper work methods per dispute policy
Ensures that daily, weekly, and monthly CRT functions are performed successfully by employees
On-boards new employees and organizes ongoing training and cross-training of employees where possible
Creates and upholds training documentation
First point of contact for internal and external escalations
Directly responsible for the resolution of client dispute issues
Timely escalates issues to appropriate internal and external contacts
Obtains appropriate authorization for billing adjustments and write-offs from Management per policy
Clears disputes in ERP by approving/denying dispute transaction
Collaborates with Billing Manager, Collector, Customer, and Business Owner to investigate and analyze solutions to eliminate future disputes
Generates and provides dispute reporting to management
Manages pro-active Control Reports
Manages credit memo reports including trends and variances
Manages employee hours and schedules through timekeeping system
Actively manages the hiring process of new Client Resolution Team Members
Provides performance management expectations to employees and reviews performance management metrics and feedback on a regular basis
Partners with other department leaders to create a positive working environment promoting teamwork
Performs other duties as assigned by management

General Summary:
The Client Resolution Supervisor leads the work of the Client Resolution Team Members by demonstrating proper work methods per dispute policy. They collaborate with internal and external process owners and clients to investigate and analyze solutions to eliminate future disputes. The Client Resolution Supervisor provides required dispute reporting to management on an ongoing basis including ad-hoc reporting as necessary.