Monroe Township, NJ
Job description
Position Summary: Chargeback Representative:
The Chargeback Representative is responsible for efficiently managing a rolling workload of requests, completing each within service level guidelines to assure customer satisfaction while adhering to all Standard Operating Procedures. Requests include time-sensitive return requests for products, researching invoice discrepancies, and issuing credit to customers in the designated ERP system.
The Chargeback Representative will develop and maintain positive, productive relationships with internal and external customers to facilitate resolution, provide courteous, timely assistance and updates on progress, and maintain up to date training and knowledge of processes, policies, and systems.
Key Responsibilities: Chargeback Representative:
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Act as primary liaison for customer credits, returns, and complaints.
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Communicate effectively with various contacts including field representatives, executive management, and internal departments using appropriate verbal or written methods to resolve discrepancies and respond to inquiries.
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Research complex issues utilizing multiple software systems, and leverage support resources to resolve escalations.
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Conduct research and investigate reasons for deductions, whether due to shipping errors and non-compliance penalties, or others. Coordinate with other internal parties to find supporting documents, take lead in disputing invalid chargebacks, and follow up until resolved.
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Utilize multiple customer portals to obtain, and initiate dispute claims, and gather necessary information/documentation formally or informally through the Chargeback process. Ensure communication is delivered in a timely manner to the customer, and clear expectations are established to ensure customer satisfaction.
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Monitor status and follow-up on pending requests or outstanding documentation to assure timely completion of processes. Provide internal notifications and updates. Identify errors and notify appropriate management to facilitate corrective action and assist in identifying trends.
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Work with multiple carriers to issue freight claims when shipping discrepancies are reported.
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Complete data entry in associated software systems and utilize good documentation practices to create and maintain accurate and complete hard copy and electronic records. Verify the accuracy of associated documents including destruction forms.
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Analyze trends with deductions and report common occurrences to the Customer Service Representative responsible for the account.
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Perform other duties as assigned.
Required Skills: Chargeback Representative:
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High school degree or GED equivalent required
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Minimum 3 years’ experience in an office-based customer service environment or related position; preferably in an FDA-regulated manufacturing or distribution environment
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Prior experience with a return authorization, order entry, complaint resolution
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Tech savvy; uses multiple software systems daily and conducts internet research
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Strong verbal and written communication skills
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Strong reading comprehension and investigational skills
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Strong problem-solving and follow-up skills
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Proficient in Microsoft Outlook, Excel
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Accurately and efficiently complete data entry
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Able to manage very high-volume email activity
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Able to work in a constant state of awareness and safe manner
Onsite Personnel is an equal opportunity employer committed to hiring a diverse workforce in an inclusive culture environment. Onsite Personnel does not discriminate based on disability, veteran status or any other basis protected under federal, state, or local laws.
Job Type: Full-time
Salary: $19.00 - $21.00 per hour
Schedule:
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8 hour shift
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Day shift
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Monday to Friday