Customer Service

Are you a people person?

If so, we want you on our team. People like talking to you. You’re a problem solver, self-starter, and keen negotiator. You understand that good customer relationships are vital for business. You make a great first impression. People like working with you because you’re reliable, energetic, and most of all, fun. If this is you, we’d love to meet you.

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Dow Jones Supervisor, GFO, Dispute in PRINCETON, New Jersey

Job Description:

This exciting new position will Supervise a global team that researches and resolves customer disputes and inquiries in order to ensure prompt and effective resolutions. The team is a smart, outgoing group that is passionate about media and entertainment. We work collaboratively and are dedicated to driving results. The right fit will be able to confidently manage multiple concurrent priorities spanning new projects and initiatives. Eagerly identify opportunities for improvement, maintain operational statistics, compile and prepare summary reports containing data related to department productivity. The successful candidate should be accomplished in communication, organization, and research.

Roles and Responsibilities:

  • Direct the team towards shared goals and manage a global team effectively and efficiently

  • Communicating with sales teams, customer service teams, as well as operation support teams, and work closely with the collections team

  • Ensure the timely resolution of disputes and problems for all regions and lines of business ( Professional Information Business, Advertising, MB, Reprints, SCS)

  • Work well with others, be part of a team, and a true leader to impact and influence the direction of the team towards shared goals, developing, gaining and demonstrating respect for others within the team

  • Liaise with reporting team to ensure a high degree of accuracy on revenue reporting and manage any data issues that arise due to hierarchy inaccuracies

  • Interface with the regional sales coordinators, sales, and operations support to settle customer disputes.

  • Interact with internal and external customers to gather additional information and negotiate settlement of claims.

  • Interact with Billing Services staff, BPO and stakeholders to identify, diagnose, document, and resolve issues in an organized and timely manner

  • Monitor new processes and workflows to ensure they work as intended

  • Identify opportunities for improvement and ensure implementation

Position Requirements:

  • Experience in operating in a global organization, with process participants that may be located around the world.

  • Excellent communication skills; verbal and written as well as excellent phone etiquette.

  • Proven history of proactive problem solving.

  • Ability to adapt to constantly changing environments & priorities.

  • Ability to build trusting, productive relationships with others.

  • PeopleSoft Financials, Billing and AR experience a plus.

  • Proficiency in Microsoft Office products.

  • Basic knowledge of functions related to the research and resolution of claims.

  • Ability to manipulate and interpret data as well as communicating analytic results/recommendations.

  • Able to manage multiple tasks simultaneously to completion with sound business judgment.

  • 1-2 Years Management/Supervisor Experience Preferred

Dow Jones , Making Careers Newsworthy

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. EEO/AA/M/F/Disabled/Vets .

Dow Jones is committed to providing reasonable accommodation for qualified individuals with disabilities, in our job application and/or interview process. If you need assistance or accommodation in completing your application, due to a disability, please reach out to us at . Please put “Reasonable Accommodation" in the subject line.

Business Area: FINANCE

Job Category: Finance Group

About Us

Dow Jones is a global provider of news and business information, delivering content to consumers and organizations around the world across multiple formats, including print, digital, mobile and live events. Dow Jones has produced unrivaled quality content for more than 125 years and today has one of the world’s largest news gathering operations globally. It produces leading publications and products including the flagship Wall Street Journal, America’s largest newspaper by paid circulation; Factiva, Barron’s, MarketWatch, Financial News, DJX, Dow Jones Risk & Compliance, Dow Jones Newswires, and Dow Jones VentureSource.Dow Jones is a division of News Corp (NASDAQ: NWS, NWSA; ASX: NWS, NWSLV).

If you are a current employee at Dow Jones, do not apply here. Please go to the Career section on your Workday homepage and view "Find Jobs - Dow Jones." Thank you.

Req ID: 14943