Dispute Resolution Supervisor

COMPANY DESCRIPTION

At AirLife, we are dedicated to improving the quality of every breath. Excellence with Every Breath is not just a tag line, but the way we work and take care of our customers. With a mindset to evolve, innovate, and grow, we are a premier manufacturer of the highest-quality and market-leading breathing consumables. This growth philosophy has positioned us to increase our global footprint and business reach, impacting even more people around the world. Our expanding family of the most trusted brands offers a product portfolio that spans the continuum of care from first responder to home care, with safety, patient comfort, and clinical performance in mind. Collective expertise allows us to provide quality products and experiences to our patients, customers, and our people. Our values of Customer first, Differentiate with our People, Bias for Action, Continuous Improvement and Accountability define who we are and how we work. Join us!

POSITION SUMMARY

The Disputes Resolution Supervisor plays a crucial role in managing and resolving customer disputes that arise from order and shipment discrepancies. This position is responsible for investigating claims, gathering relevant information, and facilitating communication between parties to reach a satisfactory resolution. The ultimate goal is to ensure that disputes are handled efficiently and effectively, minimizing potential risks to the organization. By maintaining accurate records and providing timely updates, the Dispute Resolution Supervisor contributes to the overall integrity and reputation of the organization. This role requires a keen attention to detail and strong problem-solving skills to navigate complex situations and deliver positive outcomes.

POSITION QUALIFICATIONS

The specific minimum competencies needed to perform the essential duties of the job include knowledge, skills, abilities, level of education, and experience necessary for successful performance. These competencies are generally demonstrated through specific service, education, or training.

Knowledge:

Skills and Abilities:

• Strong organization skills and ability to maintain accurate records are required.
• Self-directed and dependable in a fully remote environment, with a quiet dedicated workspace and reliable connectivity.

Level of Experience:

• 5 years of experience in claims, dispute resolution, deductions, or supply chain operations, including 2 years leading or supervising a team is preferred.

Level of Education:

• Bachelor's degree in supply chain, business, finance, or a related field — or equivalent combination of education and experience.

Travel:

• As the business needs.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Supervise a team of 5 Dispute Analysts and Specialists, owning hiring, onboarding, coaching, performance reviews, and day-to-day workload balancing.
• Set individual and team goals for case throughput, resolution quality, and recovery rate; monitor queues to ensure claims are worked within defined service-level targets.
• Build capability across the team through structured training on dispute types, customer contractual obligations, warehouse policies, and carrier terms.
• Oversee end-to-end investigation of claims stemming from shipment shortages, damaged product, returned goods, customer ordering errors and invoice discrepancies, ensuring each case is substantiated with the right documentation.
• Reconcile proof-of-delivery, packing lists, bills of lading, and invoices to establish accountability among carriers, suppliers, and internal warehouse teams.
• Negotiate resolutions with carriers and vendors, pursuing credits, replacements, and chargebacks while preserving key commercial relationships.
• Define and document standard operating procedures, escalation paths, and approval thresholds for each dispute category.
• Serve as the escalation point for contested or executive-visible claims and coordinate resolution with legal, finance, and account management as needed.
• Identify recurring dispute drivers and partner with operations, customer service, accounts receivable and quality teams to eliminate root causes and reduce future claim volume.
• Act as the primary liaison between the dispute team and warehouse operations, transportation, accounts payable/receivable, and customer service.
• Own weekly and monthly reporting on open claims, cycle time, recovery dollars, and write-offs; surface risks and opportunities to leadership.
• Maintain accurate case records in the claims/ERP system and ensure data integrity for audit and financial close.
• Identify and implement process improvements to enhance operational efficiency and reduce manual errors, ensuring all activities comply with company policies and accounting standards
• Other duties as required

OTHER RESPONSIBILITIES

• Focus on achieving our Company mission.
• Demonstrate accuracy and thoroughness in daily work; look for ways to improve and promote quality & safety.
• Inspire the trust of others; treat people with respect and dignity and embrace the value of diversity.
• Use time efficiently; perform job accurately, thoroughly, and conserve Company resources to improve profits.
• Contribute to building and maintaining a positive team environment.
• Assure all policies and guidelines are implemented and followed.
• Open to fully collaborate with other implementation specialists in developing a robust implementation team.

QUALITY POLICY

At AirLife, Quality is our promise. It is our commitment to customer satisfaction and our dedication to product excellence in an evolving global healthcare market. This promise is kept through a continuously improving and effective Quality Management System and compliance to Regulatory Requirements.

DEIA STATEMENT

At AirLife, we are committed to building a diverse workforce and an inclusive workplace that reflects the communities and customers we serve. We believe our philosophy on Diversity, Equity, Inclusion, and Advancement (DEIA) encourages excellence and equips us to serve an evolving global marketplace.