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What You'll Do:
The Chargeback Analyst is responsible for leading the efforts to identify, research, dispute, and resolve all vendor compliance chargebacks received from wholesale accounts, as well as track and report on the current and historical trends in chargebacks incurred. Works closely with internal operational departments as well as external account teams to address root causes of the chargebacks received, suggesting and leading operational improvements to reduce and eliminate future chargebacks.
Review and Research Open Chargebacks
! Oversee and drive resolution of all chargebacks from time short payment or chargeback notification is received until chargeback is closed
! Partner with Accounts Receivable to track and identify short payments and properly code with the appropriate chargeback reason codes
! Proactively contact account A/P and compliance departments to obtain detailed information on chargeback claims to help in efforts to research and resolve
! Liaising with key partners from Customer Service Reps, Distribution, Sales, and any other relevant internal teams to research chargeback claims and determine if valid or not
! Partner with TOMS compliance lead to reconcile chargebacks against established vendor compliance agreements specific to each account
Tracking and Reporting
! Maintain chargeback reporting that captures open and historical chargebacks by reason code, validity, and method of resolution
! Review chargeback reporting to understand true financial impact to the business and opportunities to eliminate dilution
! Communicate chargeback updates, trends, exceptions to key operational partners within the organization
! Maintain database of customer chargeback schedules as they pertain to the agreed upon vendor compliance requirements
! Ensure reporting accuracy and chargeback coding at a level of detail that indicates the source of noncompliance, adding or editing reason codes as necessary for the most effective level of visibility
Disputing Chargebacks
! Compile all necessary support documentation to dispute chargebacks that are not valid
! Keep a database of specific customer dispute processes, engaging in the required steps to submit disputes as determined, and tracking responses for timely resolution
! Communicate dispute outcomes back to Customer Service, A/R and sales
! Maintain an archive of all dispute documentation for future reference in chargeback tracking
! Develop a process for communicating, addressing, and recovering chargebacks incurred by TOMS third party partners
Drive Operational Improvements
! Share detailed examples of valid chargebacks with relevant operational teams to pinpoint gaps in existing processes
! Liaise with operational teams and 3PL to identify potential solutions to correct root cause of the chargebacks that are valid
! Monitor operational improvement initiatives to ensure related chargebacks are declining
Maintain Professional and Effective Relationships
! Build effective and professional relationships to help bring internal teams together in information sharing and collaborative process improvement
! Identify key partners within our wholesale accounts to seek information on chargebacks, support in dispute resolution, or come to agreements on paths forward to minimize future chargebacks
What You Bring:
! 3+ years in a wholesale operations related role
! Experience using ERP systems, SAP preferred
! Proficient in Microsoft Office products
! Intermediate Excel skills
! Strong wholesale Customer Service, Compliance, or Chargeback experience, preferably in the apparel or footwear industry
! Knowledge of order to cash processes
! Understanding of wholesale order management and distribution requirements
! Strong sense of urgency and the ability to multi-task and prioritize simultaneously competing tasks
! Excellent analytical skills and ability to analyze report data to make informed decisions
! Excellent verbal and written communication skills
! Takes initiative and looks for problem-solving opportunities
! Careful attention to detail and accuracy
! Strong interpersonal skills and the ability to build and maintain positive and effective working relationships; values teamwork
! Ability to work independently
! Commitment to making kindness in business a standard
What We Give:
! $31.25 - 33.65/hr , depending on experience, plus an annual bonus based on the company's performance
! Hybrid work environment - work from home most days and come into the office when you need to
! A $600 stipend when you join to furnish your home office how you like, plus $100 annually to refresh your supplies and gear
! Medical, dental, and vision insurance; 401K with company matching
! A generous PTO policy + 12 paid annual holidays + one floating holiday
! Half-Size Fridays: enjoy weekends starting at noon each Friday
! 4 free pairs of shoes per year (yes, free!)
! Employee Discount on all of our products plus discounts on partnering businesses
! Wellness classes & resources (mental health, exercise, parenting, personal finance, nutrition, etc.)
! Anti-Racism educational opportunities, including company-wide days of learning
! Opportunities to volunteer with Impact Partners and Community Organizations

Don't meet every single requirement? We still encourage you to apply! Studies show that women, non-binary applicants, and people of color are less likely to apply for jobs unless they meet every single qualification. However, at TOMS, our diverse backgrounds, perspectives, identities, and talents help us thrive.

TOMS is a proud B Corporation and a member of the Fair Labor Association. We're committed to transparent and equitable compensation, benefits, and opportunities.

EEO Statement: TOMS is an equal opportunity employer, committed to intentional anti-racism in all areas of our organization and will consider qualified applicants with criminal histories in accordance with the L.A. Fair Chance Initiative Ordinance.

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