Support Operations Specialist

hace 1 día

San José, San José, Costa Rica Amazon Support Services Costa Rica SRL A tiempo completo
Job Title: Support Operations Specialist

This is a full-time, permanent, back-office position based in Costa Rica and does not offer relocation benefits. Job applicants must be located and legally authorized to work in Costa Rica in order to be eligible for consideration.

The Vendor Chargeback Dispute Management team (VCDM) in Costa Rica is looking for back-office, full-time, permanent Investigation Execution Specialists. Our organization belongs to the IBSC (Inbound Supply Chain), specifically to the DP&R (Defect Prevention and Reconciliation) under NASCO (North America Supply Chain Operations).

In addition, we also support programs across different regions such as Europe and MX. Our team in Costa Rica currently supports two main programs: VCDM (Vendor Chargeback Dispute Management), which manages incoming disputes from Vendors arising from chargebacks generated from Inbound defects.

And VE (Vendor Engagement) which supports the Seattle based DP&R team, by contacting Vendors with the highest defect volume related to Auto-Receive and Inventory adjustments.

The selected Investigation Execution Specialists will be responsible for a wide array of duties related to vendor chargebacks. This position requires a highly analytical, detailed and investigative contributor with assertive judgment. Our goal is to educate the vendors so that we can reduce the chargebacks flow.

We also look forward not only to solve each chargeback dispute, but also ensure a balanced resolution between Amazon's policies and the vendor's benefit.

Within the VCDM and VE verticals, our team also provides vendor support in Portuguese, Italian, French, German and Mandarin. This is an opportunity for those who aim to work in a trilingual position in the mid-term in order to improve communication skills in a third language, once intermediate proficiency has been achieved.

Key Responsibilities:
  • To occasionally meet with our Amazon vendors, stakeholders and customers via remote meetings and/or calls.
  • Execute the end to end processes and tools related to the daily investigation tasks.
  • Analysis and investigation of vendor chargeback disputes.
  • Ensure that these have been responded and processed correctly.
  • Seek to improve our internal processes to reduce and optimize the flow of chargebacks.
  • Participate in the process of education for our vendors.
  • Identify issues and proactively seek for solutions.
  • Actively look for areas of opportunity for improvement of SOPs (Standard Operation Procedures) and internal documentation.

Please consider the following information about the role:

  • This is not a remote position. If selected for this role, you will be required to work from our SJO19 building, located in the America Free Zone (AFZ), Cariari, Heredia, in a hybrid-model, attending two days to the office and rest of the days from home.
  • We are currently offering 2 production schedules for this role:
  • Monday to Friday from 6:00am to 3:00pm.
  • Wednesday to Saturday 6:00am to 5:00pm (4x10).

Option to choose schedule is subject to availability on the date offer is extended to successful candidate. Night and "graveyard" shifts are not available at this time.

We are open to hiring candidates to work out of one of the following locations:

San Jose, H, CRI

BASIC QUALIFICATIONS:
  • High School diploma.
  • 6+ months of working experience in corporate customer service, back-office or contact center corporate environments.
  • B2 English proficiency.
  • B2 German proficiency.
PREFERRED QUALIFICATIONS:
  • University bachelor's degree in process or concluded in any field.
  • Working experience in peer coaching, mentoring and/or training.

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