OTC Disputes & Reconciliation Team Leader with German

About the role

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 st

Responsibilities

• Lead, coach, and motivate a team of 6 specialist supporting the German market.
• Oversee the end-to-end dispute management and reconciliation processes.
• Monitor team performance, set objectives, and conduct regular reviews.
• Ensure timely and professional handling of customer inquiries, disputes, and reconciliations.
• Guide and support the team in conducting root cause analysis, ensuring implementation of solutions to minimize repeat disputes.
• Analyze team workload and allocate resources effectively.
• Liaise with key customers and internal departments (Sales, Supply Chain, Customer Service, Cash Collection, Cash Application, Rebate) to resolve issues and improve processes.
• Handle escalated cases and complex disputes.
• Prepare and present reports on team performance and KPIs.
• Support onboarding and training new team members.
• Foster a culture of continuous improvement and customer focus.
• Competencies, Skills, Experience
• Technical Skills & Professional Aptitudes
• Strong leadership and people management skills.
• In-depth knowledge of OTC (Order-to-Cash) processes, dispute management, and reconciliation.
• Experience with SAP (S4Hana preferred).
• Advanced MS Excel skills.
• Excellent analytical and problem-solving abilities.
• Strong communication and interpersonal skills.
• Ability to work effectively in a matrix organization.
• Proactive, organized, and able to prioritize tasks.
• High attention to detail and customer orientation.

Requirements

• Proven experience in a similar OTC, Dispute, or Reconciliation role.
• Previous experience in team leadership or supervisory position.
• Experience working with German customers or in the German market.
• 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)
• Fluent German (required)
• Strong English (required)
• Other European languages are an advantage
• Education / Qualifications
• Education
• Higher Degree in Business, Finance, Systems, or related field.
• n/a
• Key Relationships
• Internal
• Dispute Agents
• Reconciliation Agents
• Sales
• Supply Chain
• Customer Service
• Cash Collection
• Cash Application
• Rebates Team
• Other internal stakeholders
• External
• German speaking customers
• We Don't Just Build The World, We Build Innovative Technology Too.

Benefits

Additional Information

Job Overview Job Purpose Lead and manage the OTC Disputes & Reconciliation team for the German market, ensuring effective resolution of disputes and accurate reconciliation processes. Responsible for team performance, process improvements, and maintaining strong relationships with key customers and internal stakeholders. Accountability / Objectives Manage and develop a team of Disputes and Reconciliation Agents with German. Oversee end-to-end dispute and reconciliation processes for the German region. Ensure timely and accurate resolution of customer disputes and account reconciliations. Drive process improvements and best practices within the team. Act as the main point of contact for escalations and complex cases.

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