Support Operations Specialist (S), Defect Prevention & Reconciliation (dp&r)

Support Operations Specialist

This is a non-remote, full-time, seasonal, hourly 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 (VCDM) team in Costa Rica is looking for a back-office, full-time, seasonal Support Operations Specialist. Our organization belongs to the Defect Prevention and Reconciliation (DP&R) team under NASCO (North America Supply Chain Operations). In addition, we also support programs across different regions such as Europe and Mexico. The Vendor Chargeback Dispute Management team (VCDM) is a centralized unit currently located in SJO - Costa Rica. It works as a part of the Inbound Business Chargeback program and it's directly aligned with the VCDM team policies.

Current team responsibilities include: analyzing and investigating vendor charge-back disputes and ensuring that these have been applied correctly; a custom investigation process is performed for each vendor using their provided evidence against each claim. Charge-back audits are also part of the team's additional roles where we ensure that each charge-back is being applied correctly with a low error rate which eventually will translate in a low dispute rate.

Key job responsibilities include but are not limited to:

• 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.

Prior applying, 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. 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.