Customer Service Process Specialist

Description

Dometic Marine’s facility in Litchfield, IL is our main distribution center that manages the packaging and distribution of aftermarket marine and OPE industrial products.  

Customer Process Specialist will be responsible for monitoring retail customer accounts, identifying risk, and leading corrective action on customer chargebacks. Responsible for becoming a subject matter expert for our retail customer group and will directly collaborate with team members to support changing business needs.

Responsibilities:

• Maintain a thorough understanding of customer vendor requirements, identify risks and recommend corrective actions to reduce business impact
• Research customer portals to identify customer chargebacks/fines 
• Prepare retail chargeback & corrective action reports  
• Present retail reports and actions taken to key leadership 
• Review vendor documents and collaborate with the operations, IT, sales, and finance departments
• Recommend operational or process changes to reduce or eliminate customer chargebacks/fines. 
• Responsible for setting up new customer account requirements and communicating risks and/or needs to effectively service customer

Requirements

• Bachelors’ Degree or equivalent experience required
• 3 years of experience in business analytics or accounting related field
• Experience with retail customer requirements/vendor docs, retail pricing strategies
• Experience with Lean and/or Process improvement projects
• Advanced experience with Excel, and all Microsoft office 
• Business Analytics experience Power BI preferred

Behavioral Requirements:

• Ability to work cross-functionally and with external customers.
• Drive to hit deadlines
• High level of responsiveness to ensure internal and external customer satisfaction.
• Great organizational and team skills
• Strong interpersonal & communication skills
• Ability to work in fast paced environment with changing priorities
• Exceptional problem solving/critical thinking ability

Dometic overview:

Dometic Group operates in the retail industry and manages the manufacturing, sales, and service of products for the outdoor market. The product range is broad and includes portable coolers, grills, air conditioning systems, tents, batteries, and solar energy solutions for mobile, outdoor lifestyles. The business is a global company and customers include retailers of outdoor products as well as consumers and manufacturers of vehicles and boats. The Dometic Group was founded in 2001 and is headquartered in Stockholm, Sweden.

Dometic is passionate about building together an inclusive and equitable working environment, that respects individual strengths, views, and experiences. We believe that diversity enables us to thrive across our differences. Be yourself and join us!

Dometic is proud to be an equal opportunity employer. Dometic evaluates qualified applicants without regard to race, color, religion, age, gender, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.