Investigation Execution Specialist

hace 2 meses

San José, San José, Costa Rica Amazon Support Services Costa Rica SRL A tiempo completo
About the Role

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

The Vendor Chargeback Dispute Management team (VCDM) in Costa Rica is seeking a back-office, full-time, permanent Investigation Execution Specialist. 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).

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.

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

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 Italian 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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