This is a full time, permanent, non - remote position based in Costa Rica and does not offer relocation benefits. Job applicants must be located and legally authorized to work in Costa Rica in order to be eligible for consideration.

Sourcing Performance Operations (SPO) team focuses on improving Vendor’s supply chain processes. We aim to perfectly empower and accompany Vendors in their inbound process of shipping products through Amazon Fulfillment Centers (FCs). The team is responsible for managing and investigating disputes vendors have concerning chargebacks that were created for defects/infractions as a result of a non-compliance to the Amazon Vendor agreement or Amazon’s supply chain expectations. The SPO team owns the investigation and coaching process for these vendors aiming to improve Vendor Experience, contacts reduction, chargeback resolution times, chargeback accuracy and re-dispute rates.

In this role, ideal candidates are expected to handle moderately complex investigations for a group of vendors (companies) to coach them to reduce defects. The Sr Specialist will resolve escalations, and provide recommendations for process improvements. They collaborate with account stakeholders and internal teams to ensure alignment and contribute to decision-making. The Sr Specialists must be capable of succeeding in a fast-paced team environment with minimal supervision, demonstrating flexibility to work in different queues, with increased complexity based on current business needs.

Prior applying, please consider the following information about the role:
• This is not a remote position. If selected for this role, you will be required to work from our SJO19 building, located in the America Free Zone (AFZ), Cariari, Heredia.

Key job responsibilities
Responsibilities (included but not limited to):
• Perform investigations for complex queues like GSCOP through Paragon.
• Manage assigned company portfolio and delivers results with guidance, prioritizing based on data and applying vendor insights to adjust value proposition and drive reduction of vendor’s opportunity.
• Resolve escalations, and provide recommendations for process improvements based on vendors’ feedback.
• Communicate via email and telephone with vendors and other external and internal stakeholders to make informed decisions.
• Demonstrate excellent time-management skills and the ability to work independently, using department resources and following policies and established procedures.
• Anticipate risks, resolve issues, and implement corrective actions to prevent jeopardizing deliverables.
• Present outcome documents to higher leadership aiming to reduce chargebacks and disputes with specific action plans.
• Interact with business leaders at various levels to collect and communicate high impact defects (dispute rate, re-dispute rate, overturn rate, etc).
• Retrieve and analyze data using Excel, and other data management systems.

About the team
The Vendor Engagement (VE) team is dedicated to building solid, collaborative relationships with vendors while ensuring alignment with Amazon’s operational standards. Our mission is to enable vendors to succeed by providing clear communication, targeted support, and data-driven guidance that reduces defects and drives mutual growth. We build a culture of ownership, adaptability, and continuous improvement—where each team member is empowered to take initiative, solve problems, and lead with empathy. As representatives between internal operations and external partners, we thrive in fast-paced environments and act as trusted advisors who simplify complexity and deliver results through partnership and accountability.