Retail Fines & Returns Analyst

About the role

This position is key to resolving operational costs that directly affect the bottom line, including retailer chargebacks, shipping fulfillment fines, compliance infractions, and return-related issues. There is great opportunity for growth, recognition, and visibility in this role.

Responsibilities

- Thoroughly analyze fines, infractions, and chargebacks from major retailers (Amazon, Walmart, Target, Michaels, etc.) to identify trends, root causes, dispute opportunities, and help create preventative measures. - Own the dispute process for retailer chargebacks, fines, and compliance infractions, including gathering documentation, submitting dispute evidence, tracking status, and following through to resolution. - Review retailer compliance vendor guides, shipping requirements, routing rules, and fulfillment expectations to understand retailer requirements and support compliance. - Collaborate with Operations, Fulfillment, Logistics, Claims, Returns, Sales, and other internal teams to collect shipment details, proof of compliance, carrier information, RMA details, and other information needed for resolution. - Maintain a comprehensive record of chargebacks, fines, infractions, disputes, and RMA cases, including documentation, communications, status, and outcomes. - Manage retailer RMA activity for the business, including review, tracking, follow-up, and coordination through completion. - Provide accurate reporting on dispute outcomes, recovery opportunities, RMA volume, aging, and recurring process gaps; provide actionable insight to management. - Review mismatching reports and retailer claims files for categorization, data accuracy, and next steps. - Assess chargeback, dispute, compliance, and RMA processes to improve accuracy, efficiency, visibility, and prevention; communicate risks and recommend corrective actions with cross-functional partners. - Learn & develop practical proficiency with approved AI tools and apply them responsibly to improve analysis, reporting, documentation, communication, and process improvement. - Other duties, as assigned.

Qualifications

- Strong attention to detail and excellent organization skills. - Experience in operations, supply chain, logistics, fulfillment, retail compliance, returns, claims, or data analysis preferred. - Strong problem-solving and critical-thinking skills; able to ask good questions, use logic, and make sound recommendations. - Excellent written and oral communication skills with correct use of grammar and punctuation. - Experience working in a tier 1 ERP systems. Bonus points for SAP experience. - Familiarity with reading, understanding, and interpreting retailer routing guides. - Familiarity with navigating retail vendor portals (Target, Walmart, Amazon, Michaels). - Experience working with Supply Pike/SPS Commerce (or similar providers) for dispute management and reporting. - Strong Excel skills, specifically Pivot Tables, XLOOKUP, charts, filtering, data cleanup, and large-spreadsheet organization and analysis. - Ability to work independently, stay proactive, prioritize effectively, and follow through on open items without constant direction. - Curious, thorough, and coachable; willing to learn how systems, data, and operational processes connect. - Familiar with the industry in which Cricut operates and enjoys helping people lead better lives through creativity. - Experience disputing retail Fines/Chargebacks, especially Amazon, Walmart and/or Target preferred.