Dispute Agent with English and Polish

Job Overview

Job Purpose

Responsible for End-to-End Dispute process for the UK and CEE region, including deduction analysis, dispute case management, and resolution, ensuring timely and professional customer service.

Accountability /

Objectives

• Manage and resolve OTC disputes for UK and CEE customers.
• Raise and process dispute cases and credit notes.
• Liaise with customers and internal stakeholders to ensure positive relationships and effective dispute resolution.
• Cooperate with other departments (Sales, Supply Chain, Customer Service) to support dispute resolution and process improvement.

Key responsibilities

• Responsible for End-to-End Dispute process.
• Dedicated region: UK, Poland, Romania.
• Deduction analysis and raising dispute cases.
• Liaising with customers and raising credit notes.
• Dispute resolution: contacting clients regarding overdue accounts, determining reasons for non-payment, identifying causes, and taking corrective actions.
• Perform root cause analysis on recurring disputes to identify underlying issues and recommend corrective actions.
• Participating in meetings with customers.
• Establishing and maintaining positive relationships with customers (internal and external) and stakeholders.
• Responding to all customer inquiries in a timely and professional manner.
• Cooperating closely with other departments such as Sales, Supply Chain, Customer Service.

Competencies, Skills, Experience

Technical Skills & Professional Aptitudes

• Analytical skills for deductions investigation.
• Basic reconciliation skills.
• SAP experience (knowledge of S4Hana system is a great advantage).
• Able to work with defined processes.
• MS Excel proficiency.
• Good interpersonal skills, ability to effectively communicate within a matrix organization.
• Proactive approach.
• Good time management and prioritization skills.
• Pro-client approach.
• Attention to detail.

Experience

• Work experience in a similar role: OTC (order-to-cash) or related, such as Finance, Accounting, Cash Collection.
• Experience in logistics, supply chain is a plus.

Role Segmentation

(Office Based / Hybrid / Remote / Field)

• First 1 month: Hybrid (Warsaw, Poland)
• After training: Fully remote (with office access in Warsaw, Poland)

Primary Location

Travel % (Domestic / International)

Warsaw

Languages

(If applicable)

Advanced English and Polish

Other European Languages are a plus

Education / Qualifications

Education

• Higher Degree in Business, Finance, Systems, or related field.

Qualifications

n/a

Key Relationships

Internal

• Sales
• Supply Chain
• Customer Service
• Rebates Team
• Other internal stakeholders

External

• UK and CEE Customers

We Don’t Just Build The World, We Build Innovative Technology Too.

Joining the Stanley Black & Decker team means working in an innovative, tech-driven and highly collaborative team environment supported by over 43,500 professionals in 60 countries across the globe. Here, you’ll get the unique chance to impact some of the world’s most iconic brands including STANLEY TOOLS, DEWALT, CRAFTSMAN, MAC TOOLS and Black + Decker. Your ideas and solutions have the potential to reach millions of customers as we work together to write the next chapter in our history. Come build with us and take your career to new heights.

Who We Are

We’re the World’s largest tool company. We’re industry visionaries. We’re solving problems and advancing the manufacturing trade through innovative technology and our Industry 4.0 Initiative. We are committed to ensuring our state-of-the-art “smart factory” products and services provide greater quality to our customers & greater environmental and social value to our planet. We are unique in that we have a rich and storied history dating back to 1843, but that hasn't stopped us from evolving into a vibrant, diverse, global growth company.

Benefits & Perks

You’ll get a competitive salary and a comprehensive benefits plan that includes medical, dental, life, vision, wellness program, disability, retirement benefits, Employee Stock Purchase Plan, Paid Time Off, including paid vacation, holidays & personal days, and tuition reimbursement. And, of course, discounts on Stanley Black & Decker tools and products and well as discount programs for many other vendors and partners.

What You’ll Also Get

Career Opportunity: Career paths aren’t linear here. Being part of our global company with 60+ brands gives you the chance to grow and develop your skills along multiple career paths.

Learning & Development:
Our lifelong learning philosophy means you’ll have access to a wealth of state-of-the-art learning resources, including our Lean Academy and online university (where you can get certificates and specializations from renowned colleges and universities).

Diverse & Inclusive Culture:
We pride ourselves on being an awesome place to work. We respect and embrace differences because that’s how the best work gets done. You’ll find we like to have fun here, too.

Purpose-Driven Company:
You’ll help us continue to make positive changes in the local communities where we work and live as well as in the broader world through volunteerism, giving back and sustainable business practices.

EEO Statement:
All qualified applicants to Stanley Black & Decker are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran’s status or any other protected characteristic.

If you require reasonable accommodation to complete an application or access our website, please contact us at (860) 827-3923 or at accommodations@sbdinc.com. Due to volume, we cannot respond to unrelated inquiries about the status of a completed application or resetting an account password.

Know Your Rights: Workplace discrimination is illegal (eeoc.gov)