Operations Compliance Manager (Chargebacks)
About Us:
Centric Brands is a leading lifestyle brand collective that designs, sources, markets and sells high quality products in multiple segments, including women’s, men’s and kid’s apparel, accessories, entertainment and beauty. Centric Brands is focused on our customers and our brands that will drive the company’s future growth.We are defined by innovation as we seize new opportunities and thrive in an environment informed by creativity and thinking that is both analytical and outside the box. Centric Brands reflects a team built on respect, for others and for the hard work it takes to achieve our goals and build our bright future together.
Specific Responsibilities Would Include:
Centric Brands is seeking a highly organized and detail-oriented Operations Compliance Manager supporting our Kids Division. The short-term focus of this role is to resolve existing customer chargebacks. The long-term focus of this role is to mitigate chargeback risk, investigate disputed charges, and collaborate with internal teams and external partners to streamline processes and ensure compliance.
Key Responsibilities:
Customer Chargeback Management:
- Investigate, respond to, and resolve customer chargebacks in a timely and accurate manner.
- Work with the vendor, production, operations and sales teams to gather documentation and evidence required to dispute chargebacks.
- Maintain records of chargebacks and resolutions for reporting and audit purposes.
- Ensure processes are established to significantly reduce future chargebacks.
- Implement internal chargeback communication process for sales, production, and operations to address the issues and solutions.
- Address Walmart Fixit tickets, OTIF and SQEP reports weekly. Collaborate with operations compliance and implement a corrective action plan on any issues.
- Distribute and research weekly Kohls chargebacks and collaborate with operations compliance to fix any issues at the warehouse.
- Manage Kohls pre-deductions, and work with production/dc operations to correct the issues and ensure continuous improvements are happening.
- Review warehouse issues to ensure they are on the DC report to operations compliance.
- Obtain upfront exemptions from customers for potential violations and maintain them each year.
- Manage billing differences through upfront approval form. Create a shared drive to share with the chargeback team.
- Manage approval forms for price change/ extensions/ multiple ship to approvals.
- Assist in driving POD reconciliation issues.
Analysis, Reporting & Compliance:
- Analyze chargeback trends to identify root causes and develop preventive strategies.
- Lead monthly chargeback reviews on compliance related issues
- Generate monthly, quarterly, and annual chargeback reports for management detailing progress.
- Enhance chargeback reporting by creating an alternative pivot table view to share monthly with division heads.
- Ensure that action plans are effectively implemented and are effective. Become familiar with customer compliance manuals. Assist in updating the manuals as needed.
- Prepare presentations on chargeback activities, trends, and initiatives to reduce future occurrences.
- Stay up-to-date on industry trends, chargeback regulations, and best practices.
Our Best Fit Candidate Would Have:
- 5+ years of experience with a strong knowledge of chargeback process.
- Proficient in excel. Previous experience utilizing SAP is preferred.
- Strong analytical skills with a high level of attention to detail.
- Familiarity with ERP systems, chargeback platforms and customer portals.
- Experience developing and implementing chargeback policies and procedures.
- Apparel industry experience is required
- Effective communication and negotiation skills
- Ability to prioritize and manage multiple tasks in a fast-paced environment.
Our social impact program, Centric Cares, focuses on volunteerism to make a difference in communities we live and work in and our D&I committee is shaping the future of diversity, equity and inclusion at Centric Brands though workshops, resources and inspiring conversation.
Salary Range: $75,000 - $80,000
At Centric Brands, we believe our people are our greatest asset, and we seek to structure competitive compensation offers to ensure that we are able to attract and retain the best talent. Our job postings include an annual base salary range at the time of employment.The stated base salary range represents our good faith estimate as to what candidates are likely to expect, and we tailor our offers within the range based on several factors, including the selected candidate's educational and professional experience, industry knowledge, location, technical and communication skills, and other factors that may prove relevant during the selection process.
Base salary is a part of a total compensation package, which, depending on the position, may also include commission earnings, annual bonus and other Centric Brands sponsored benefit programs.
Be part of our growing community by getting involved with groups, teams and initiatives like Be Green, Be Giving, and Be Celebrated.
Centric Brands is an Equal Opportunity Employer
Please note that Centric Brands will only reach out to interview, make an offer of employment or conduct onboarding activities for candidates who have applied through our careers site. When interviewing for a position, the candidate experience will include live interaction, such as a video conference or telephone call, with a Recruiter and/or company employee(s).We will never ask for any money or payments from applicants at any point in the recruitment process. Be aware of suspicious recruitment activity. If you think you are a victim of an employment scam, you may contact your local law enforcement agency and/or visit the Federal Trade Commission website here: https://consumer.ftc.gov/articles/job-scams.
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