Customer Service/Chargeback Manager

3 days ago

Marietta, United States Pivotal Partners Full time

Pivotal Partners, LLP is a global design, development, & sourcing company servicing both national brands, and retailers directly.  Our focus is to help build/grow the gear categories, by expanding existing product lines or through new products/designs. We have the honor of working with several of the greatest brands, and strongest retailers in the Sporting goods industry.


Key qualities we look for at Pivotal Partners: One MUST be a self-starter, be able to manage your own time, and work in a highly collaborative environment. It is imperative that you understand not only the customer requirements, but all internal requirements as well. As a mid-sized, but quickly growing company, you must be able to work well with others and understand that working, as a team, is the key to our success. At Pivotal, all our employees are passionate, natural born leaders and we look for those characteristics in everyone we hire.

The Customer Service/Chargeback Manager will lead the company’s invoicing process, ensuring all invoices are sent out as needed and are received correctly by our customers. They will head the Customer service department and its team members assuring our retail customer operations support our order processing systems. They will be the organization’s internal chargeback resolution specialist responsible for processing and reconciling customer disputes and chargebacks. They will research, create internal documentation and advise internal departments on problems and resolutions to avoid these on future orders.

The Customer Service/Chargeback manager will perform the following duties.

Daily Responsibilities:

Oversee the invoicing process for the company and ensure all invoices have been sent to customers through appropriate channels such as EDI, email and/ or customer portals.

·        Work with internal finance, systems manager, customer service, sales and logistics departments to identify, correct and resend problematic customer invoices.   

·        Analyze Customer deductions and chargeback reports and determine what is needed to file counter claims.

·        Research and gather necessary documentation from different departments such as Bill of ladings, proof of deliveries, sell through date or any other info needed to file or dispute counter claims.

·        File disputes or counter claims in customer portals or through appropriate channels.

·         Serve as liaison between Pivotal, sales and customer financial/ chargeback departments to keep everyone informed as to status of deductions.

·        

Supervisory Responsibilities:

·        Manages Customer service team members and the customer service process as it pertains to our retail customers.

·        Manages and communicates customer compliance requirements related to department such as communication method, packing requirements, invoicing methods, EDI needs or other departmental related procedures.

·        Assists with the creation and dissemination of weekly, bi-monthly, monthly and/ or yearly reporting needs.

·        Recruits, interviews, hires, and trains departmental supervisory staff.

·        Drafts, implements, and executes policies and procedures to facilitate a quality customer service experience.

·        Establishes performance metrics for customer service representatives.

·        Establishes service levels and requirements for the department.

·        Develops and implements methods to record, assess, and analyze customer feedback.

·        Develops and implements training and quality assurance programs for new hires and experienced employees.

·        Works closely with internal production and sales team advising them of any current or potential problems with customer orders.

·        Learns and stays up to date with current Exenta ERP system to improve


Required Skills/Abilities:

·        Excellent verbal and written communication skills.

·        Must have supervisory and/ or management experience.

·        Strong background in Customer service or Retail chargeback processes.

·        Experience using EDI and Retail customer portals a plus.

·        Must be able work independently and manage their time effectively.  

·        Excellent organizational skills and attention to detail.

·        Strong analytical and problem-solving skills.

·        Strong knowledge of Microsoft Excel.

·        Bachelor’s degree required.

·        Candidate must possess a minimum of five years of related experience.

Physical Requirements:

·        Prolonged periods sitting at a desk and working on a computer.

Job Type: Full-time

Job Location: Marietta, GA

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