Are you passionate about Sellers and how current and past experiences influence their behaviors? Do you enjoy solving problems, discovering unmet needs and designing solutions that create value for sellers? Can you act as a zealous Seller advocate and work across multiple departments to drive impactful results?
If so, Premium Seller Support is looking for a fanatic seller focused team player capable of managing a set of strategic Sellers providing technical support solutions, eliminating Seller frustration and consulting Sellers on best ways to optimize their business on Amazon’s 3P Merchant Platform.
Amazon Services organization is seeking a technically competent, self-motivated and seller focused individual to join our global Seller Support organization. The objective of this role is to deliver sustainable results that improve Sellers Performance and Seller Success.
This highly visible role includes managing the operations relationship with Amazon’s largest and most strategic Sellers. The role requires extensive and professional internal and external communications, including communication with executive level personnel within Amazon and with Sellers. The Candidate should be comfortable in both an ambiguous self-sufficient role, as well as one of team support and interaction.
The candidate will be astute in working across departments interfacing with members of Product, Account and Category Management teams to drive long term improvement through first hand root cause analysis.
As the primary interface with Sellers, the Premium Account Team Account Manager will act as the voice of Amazon, the candidate must obsess with delivering consistent world class support.
The candidate is expected to address chronic Seller and system issues through problem solving, analytics, providing technical solutions while listening to Sellers to identify value added opportunities and advocating for Sellers to reach their fullest potential. The role will set the standard for their peer group and continually raise the bar for the Seller Support Associate population.
Key job responsibilities
- Provide pro-active support by managing Sellers through monitoring performance and resolving contacts through Paragon/Outlook.
- Drive quality improvement for each Premium Seller, instigating early intervention plans if necessary.
- Work closely with the Premium Inbound team to ensure that inbound metrics are delivered.
- Drive root cause analysis by recognizing Seller contact patterns, performance trends and through direct contact with SPs leadership and their operations teams.
- Lead the prioritization of operations issues and teach Sellers ways to reduce common pain points.
- Develop relationships network with each Seller account and manage outreach campaigns, such as Listing Error Reduction, Listing Defect Rates, FBA No Listing Exists Errors, Contact Reduction, Seller Coach/Nudge Adoption, and FBA Adoption/Selection.
- Serve as the escalation point for Sellers, managing their highly sensitive situations with integrity and discretion.
- Create an open environment where Sellers can freely communicate their needs or concerns.
- Capture success stories and surface innovative ideas to drive improvement for all Sellers.
- Create and manage relationships with multiple levels of the business (MPM, AM, TRMS) to foster collaboration and Seller success.
- Identify and surface internal improvements (SOP, Associate Tools, and Help Pages) to program and product managers.
- Engaging with Sellers in need of a higher level of support (high contact rates, poor performance), and educating them to become self-sufficient through time-bound support.
- Driving contact reduction within the Premium Seller accounts, provide additional support to PSPS Associates with handling more complex Seller cases.
- Handle escalations from SPS and MC. PSTAM handle in cases at a risk of Seller dissatisfaction.
Location: CTS/VCC
Shift: 8:00-23:00 8 hours (including weekends and holidays)
BASIC QUALIFICATIONS
- Minimum one year SPS contact handling experience
- Fluency in Japanese
- Sound business judgment, proven ability to influence others, and very detail oriented
- Ability to prioritize and manage multiple responsibilities
- Always does what is right for the customer, customer-focused
- Strong analytical skills including Microsoft Excel
- Ability to thrive in an ambiguous environment
- Creative and can constructively advocate on behalf of the Customer
- Strong written and verbal communication skills
- Demonstrated success exceeding goals
PREFERRED QUALIFICATIONS- BA/BS degree or equivalent experience including some experience in process improvement such as KTR role.
- Ability to work with legal, product, and internal business owners to reach mutually beneficial agreements.
- At least 1 year of Program and/or Project Management
- Knowledge of PSPS is a plus
Posted: September 19, 2024 (Updated about 1 hour ago)
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
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