Senior Customer Excellence Specialist (Dispute and Deductions Management)

About this Position The Senior Customer Excellence Deductions Specialist is a key driver of accuracy, risk reduction, and process excellence in our financials. You will lead the review and resolution of complex customer deductions and chargebacks, including high-value, aging, root-cause-prone, and cross-customer patterns. Partnering closely with Sales, Brokers, local teams and Finance OTC, you’ll own end-to-end resolution, influence policy and governance, and champion data-driven improvements that reduce recurrence and cycle time. This role combines operational mastery with stakeholder leadership—balancing quick wins with structural fixes and clear, audit-ready documentation. Join us to elevate deduction management through sharper analytics, stronger controls, and proactive collaboration. What you´ll do Manage and resolve customer deductions and chargebacks within assigned portfolio, ensuring accuracy, compliance, and timely closure Document resolution steps and outcomes in deduction tracking systems, maintaining audit-ready records Collaborate with internal teams (Sales, Broker or local and GBS+ teams) to validate claims, resolve disputes, and align on promotional eligibility Analyze recurring issues and recommend improvements, supporting continuous process optimization and efficiency initiatives to streamline the deduction resolution process Create and release credit and debit notes with accuracy and within established timelines (EUR region only) Creation and coordination of intercompany complaints across regions Handle escalations and provide guidance, ensuring adherence to service level agreements and quality standards Provide operational and/or ad hoc tasks support such as reporting, escalation and other relevant activities