Chargeback Analyst, B2B Compliance

TOMS is in business to improve lives. When you wear or work with TOMS, you help fund access to mental health resources for the millions of people who need them.

What You'll Do:

The Chargeback Analyst, B2B Compliance 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

• Partner with Accounts Receivable to track and identify short payments and properly code with the appropriate chargeback reason codes
• 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
• Proactively contact account A/P and compliance departments to obtain detailed information on chargeback claims to help in efforts to research and resolve
• Oversee and drive resolution of all chargebacks from time short payment or chargeback notification is received until chargeback is closed

Tracking and Reporting

• Communicate chargeback updates, trends, exceptions to key operational partners within the organization
• Maintain chargeback reporting that captures open and historical chargebacks by reason code, validity, and method of resolution
• 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
• Maintain database of customer chargeback schedules as they pertain to the agreed upon vendor compliance requirements
• Review chargeback reporting to understand true financial impact to the business and opportunities to eliminate dilution

Disputing Chargebacks

• 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
• Compile all necessary support documentation to dispute chargebacks that are not valid
• Communicate dispute outcomes back to Customer Service, A/R and sales
• Keep a database of specific customer dispute processes, engaging in the required steps to submit disputes as determined, and tracking responses for timely resolution

Drive Operational Improvements

• Share detailed examples of valid chargebacks with relevant operational teams to pinpoint gaps in existing processes
• Monitor operational improvement initiatives to ensure related chargebacks are declining
• Liaise with operational teams and 3PL to identify potential solutions to correct root cause of the chargebacks that are valid

Maintain Professional and Effective Relationships

• 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
• Build effective and professional relationships to help bring internal teams together in information sharing and collaborative process improvement

What You Bring:

• Excellent analytical skills and ability to analyze report data to make informed decisions
• Strong wholesale Customer Service, Compliance, or Chargeback experience, preferably in the apparel or footwear industry
• Strong sense of urgency and the ability to multi-task and prioritize simultaneously competing tasks
• Excellent verbal and written communication skills
• Strong interpersonal skills and the ability to build and maintain positive and effective working relationships; values teamwork
• Intermediate Excel skills
• 3+ years in a wholesale operations related role
• Careful attention to detail and accuracy
• Knowledge of order to cash processes
• Proficient in Microsoft Office products
• Ability to work independently
• Understanding of wholesale order management and distribution requirements
• Experience using ERP systems, SAP preferred
• Takes initiative and looks for problem-solving opportunities
• Commitment to making kindness in business a standard

What We Give:

• Anti-Racism educational opportunities, including company-wide days of learning
• Medical, dental, and vision insurance; 401K with company matching
• Hybrid work environment - work from home most days and come into the office when you need to
• Opportunities to volunteer with Impact Partners and Community Organizations
• 4 free pairs of shoes per year (yes, free!)
• Employee Discount on all of our products plus discounts on partnering businesses
• $31.25 - 33.65/hr , depending on experience, plus an annual bonus based on the company's performance
• Wellness classes & resources (mental health, exercise, parenting, personal finance, nutrition, etc.)
• Half-Size Fridays: enjoy weekends starting at noon each Friday
• A generous PTO policy + 12 paid annual holidays + one floating holiday
• A $600 stipend when you join to furnish your home office how you like, plus $100 annually to refresh your supplies and gear

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.