Customer Support Specialist, Claims and Dispute

Dolce&Gabbana, a leader in the world of luxury, has an exceptional opportunity within its in-house Beauty Division.

Dolce&Gabbana Beauty is looking for a proactive, organized, multi-tasking and hands-on Customer Support Specialist, Claims and Dispute. A new pivotal role part of the Customer Service Team within the Supply Chain Division. This is a fantastic opportunity for motivated and self-starter individuals who are looking to take their career to the next level. Our aim is to constantly improve our claims, chargeback and dispute operations, making sure we maintain vendor compliance for our customers and industry.

The position will report to the Customer Service Manager, Americas of Dolce&Gabbana Beauty and will be based in Miami, FL.

Main Activities and Responsibilities:

• Learn and understand the retailer vendor supply chain guidelines (routing, EDI, order, returns, etc.), which might be different depending on client type and operations.
• Serve as a single point of contact for all chargeback and dispute topics.
• Responsible for reviewing shipping and invoicing accuracy, related to a potential chargeback.
• Work with the Accounts receivable team to quickly confirm chargeback or dispute amounts by retailer, tied to supply chain/logistics reason types.
• Receives claims, reconcile orders, and understand root cause for chargeback items.
• Deep dive into customers’ chargeback and dispute if applicable to take appropriate actions.
• Create vendor dispute/chargeback logs, maintaining KPIs per retailer.
• Investigate chargebacks and provide findings and information to internal stakeholders and external partners involved.
• Maintain accurate records of all chargeback/dispute-related activities.
• Excel in providing detailed evidence for various type of cases, generating daily/weekly/monthly/quarterly comprehensive reports, and improving win rates for dispute cases.
• Provide world class support to our customers via the different communication channels (email/phone), if needed, to solve a chargeback.

Requirements:

• Background in chargeback, dispute, and customer support.
• Experience in Logistics is a plus.
• Proven experience in handling various types of claims resulting in chargebacks, disputes, and vendor compliance.
• Proficiency in providing different types of evidence for each case scenario.
• High analysis skills.
• Experience using multiple vendor platforms from retailers, preferably in the beauty, luxury market (B2B)
• Demonstrated success in improving win rates for disputes cases.
• Experience being part of a driven high performing team.
• Punctuality, independence, and proactivity.
• Strong attention to detail.
• Tolerance with routine but also an ability to keep up with the fast changes.
• Bachelor’s degree in business administration, Supply Chain, Compliance, Quality, or similar.
• Applicant must be authorized to work in the US.

Skills And Abilities:

• Effective and professional communication, written and spoken.
• A knee eye for details.
• Strong organizational, decision making, and presentation skills.
• Strong Excel skills.
• Excellent problem-solving skills and common sense.
• Excellent self-starter personality driven by curiosity and desire to solve complicated situations.
• Demonstrating patience, compassion, and empathy.
• Good time management skills.
• Willing and able to work in a ‘start up’ business environment, where no task is “too big” or “too small”. Readiness to learn and grow with a “can do” attitude.
• Ability to handle high volume data, manual tasks, fast paced environment, comply with deadlines, and to follow instructions.
• Trustworthy, able to manage confidential information, and maintain a professional attitude.
• Strong interpersonal skills are also essential to effectively interact with all teams, areas and levels of business affecting the process.

Location:

· Miami, FL