Vendor Compliance Analyst

Position

Position: Vendor Compliance Analyst

About the Role

Join our Customer Service team at Helen of Troy and make an immediate impact on our trusted brands: OXO, Hydro Flask, Osprey, Honeywell, PUR, Braun, Vicks, Hot Tools, Drybar, Curlsmith, Revlon, and Olive & June. Together, we build innovative and useful products that elevate people's lives everywhere, every day. Look around your home, and you'll find us everywhere, in your kitchen, living room, bedroom, and bathroom. We are already making your everyday lives better.

Department

Department: Customer Service

Work Location

Work Location: El Paso, TX, Hybrid (work 3 days onsite)

Schedule

Hybrid Schedule: At Helen of Troy, we embrace a flexible hybrid work model designed to support collaboration and productivity. For roles eligible for hybrid work, our standard schedule includes in-office collaboration from Tuesday through Thursday, with the option to work remotely on Mondays and Fridays. Any updates to this model will be communicated in advance. Please note that hybrid eligibility and schedules may vary based on business needs and manager expectations.

What You Will Be Doing

• Ensure compliance with customer routing guides, shipping requirements, labeling standards, and transportation specifications while minimizing financial risk.
• Act as a liaison between internal teams and customers to resolve compliance issues, drive corrective actions, and improve operational performance.
• Utilize data analysis, chargeback trends, and customer scorecards to identify risks and support continuous improvement.
• Partners cross-functionally to implement customer requirements and leads the testing, validation, and deployment of new labels, label data, shipping documentation, and other compliance-related changes to ensure successful execution and adherence to customer specifications.
• Provide training and guidance to internal stakeholders as needed to support compliance awareness, process adoption, and consistent execution of customer requirements.
• Review and summarize customer compliance requirements for applicable internal departments.
• Evaluate non-standard customer requirements and determine compliance feasibility.
• Request, document, and maintain waivers for requirements that cannot be met by the company.
• Maintain organized compliance documentation and standardized team records.
• Submit and coordinate IT tickets for special customer setups, configurations, or system enhancements.
• Coverage of customer testing requirements, validate results, and approve successful implementations.
• Communicate compliance updates, testing timelines, and implementation status to internal stakeholders and customers.
• Review and research weekly non-compliance chargeback reports received from Accounts Receivable. Validate, code, and process chargebacks for acceptance, denial, dispute, or claim submission.
• Research and investigate shipping, invoicing, pricing, labeling, routing, and documentation discrepancies to support chargeback resolution.
• Collaborate with internal teams to gather supporting documentation and substantiate chargeback disputes and denials.
• Retrieve, analyze, and maintain chargeback data from customer portals, reporting tools, dashboards, correspondence, and internal systems.
• Conduct trend analysis by customer, charge type, root cause, and operational area to identify corrective action opportunities and reduce future chargebacks.
• Prepare and distribute compliance performance reports, scorecards, trend analyses, and corrective action summaries on a daily, weekly, monthly, quarterly, and annual basis.
• Facilitate meetings with key stakeholders to review compliance performance, discuss findings, and establish corrective action plans.
• Monitor and track the effectiveness of corrective actions and continuous improvement initiatives.
• Communicate customer compliance requirements and routing guide expectations to cross-functional teams, including Customer Service, Sales, EDI, Operations, Warehouse, and other business partners.
• Aid in researching, analyzing, and communicating scorecard performance results to support compliance improvements and corrective action initiatives.
• Collaborate with internal and external stakeholders to develop and implement compliance-related process improvements, system changes, labeling updates, shipping documentation revisions, and customer-specific requirements.
• Access and analyze carrier systems, proof of delivery (POD) records, tracking portals, bills of lading (BOLs), ERP data, and other operational systems to support compliance investigations, claims, and chargeback resolution.
• Support customer onboarding initiatives and internal compliance audits by reviewing requirements, identifying risks and trends, documenting findings, and assisting with training and coaching efforts.
• Schedule and facilitate meetings to review compliance results, performance metrics, and customer requirements as needed.

Skills Needed to Be Successful in This Role

• Excellent leadership skills
• Excellent organizational skills
• Excellent decision-making skills
• Strong oral and written communication skills
• Strong problem-solving and analytical skills
• Good conflict management skills
• Strong understanding and comfort level with EDI components
• Requires knowledge of all logistic functions
• Strong PC skills required, including Microsoft Office
• Typing WPM 60 words per minute
• Presentation skills
• Office knowledge in filing, telephone system, data entry, document control, faxing, and copying
• Software knowledge with Excel, Word, Outlook, PowerPoint, and Windows
• Specialized area knowledge in training & development, accounts payable, invoicing, and managerial & financial reporting
• Warehouse knowledge with shipping/receiving, bar code scanning, Bill of Lading, and invoicing

Minimum Qualifications

• High school diploma or general equivalency diploma
• 3+ years of experience in root cause analysis
• 3+ years of customer service experience
• Authorized to work in the United States on a full-time basis

Preferred Qualifications

• Strong communication, organizational, and presentation skills
• Working knowledge of OBIA, Oracle, and/or similar ERP systems, with the ability to extract and interpret compliance related data (preferred)
• Ability to analyze compliance issues, identify underlying causes, and support the development of corrective actions and process improvements to prevent recurrence

Benefits

• Salary + Bonus
• Healthcare
• Dental
• Vision
• Paid Holidays
• Paid Parental Leave
• 401(k) with company match
• Basic Life Insurance
• Short Term Disability (STD)
• Long Term Disability (LTD)
• Paid Time Off (PTO)
• Paid Charitable (volunteer) Leave
• Education Assistance