PSS Account Manager, Amazon
Job Description
Overview: AMAZON
The Amazon brand has become synonymous with a superior level of convenience, selection, low prices, and customer service. The Amazon brand has been ranked by Business Week magazine (Top 100 Global Brands Scoreboard 2008) as the 58th most valuable brand worldwide. It is up to all of us to properly use the Amazon brand and ensure that other parties also use it properly. Proper brand use helps us to maintain the value and goodwill that we've worked so hard to build and continue to build with every customer experience. Amazon Mission is to be Earth's most customer-centric company; to build a place where people can come to find and discover anything they might want to buy online.
Amazon Merchant service, as one of 3 pillar business in Amazon, provides enterprises the opportunity to sell their goods on the Amazon platforms globally, millions of sellers use this Marketplace and thereby contribute to the success of Amazon.
Seller Support is the organization within Amazon Merchant business unit that provides world-class support to over 2 million Amazon Sellers in 10 different countries. Sellers are our customers and we help eliminate problems associated with selling their products on Amazon. Seller Support (SeSu) acts as the primary interface between Amazon and its business partners. SeSu will be responsible for providing timely and accurate operational support to Merchants selling on the Amazon platforms, address chronic system issues, provide process improvements, and develop internal procedures and features to improve external and internal customer experience consistently.
- Provide pro-active and re-active support by managing a catalog of sellers in constant growth. Support is provided by connecting to sellers through Paragon.
- Leverage other internal resources to resolve seller’s issues efficiently, and to provide customized service to Paid Sellers.
- Work with sellers to drive improvement on defects that may impact their account health or good standing of the account.
- Serve as the escalation point for sellers, own a sense of setting prioritize for business-critical issues to avoid GMS loss, such as buy box missing, FBA order cancellation.
- Develop relationships network with each seller account and manage outreach campaigns, such as Account Issue, Inactive Listings, Marketplace Abuse etc.
- Drive root cause analysis, assessing situations to develop innovative solutions for recurring problems.
- Own great soft skills, create an open environment where sellers can freely express their needs or concerns, and provide professional but not robotic service via email or outbound call.
- Capture successful stories and surface innovative ideas to drive improvement for all sellers. Seek ways to invent and simplify processes for outcomes.
- A key contributor in building a positive team environment, proactively aid team members and consistently at the top quartile for quality, productivity.
Basic Qualifications
1. Bilingual or Trilingual skills, proficient in English writing.
2. Demonstrated excellent communication skills (verbal and written) with external leadership and internal operations teams through multiple channels (email, phone, ticketing systems, and conference calls).
3. Being responsive and adaptable to changes, ensuring swift problem-solving.
4. Proven skills using data to drive root cause analysis for the purpose of making business decisions using Excel or other analytical tools.
5. Demonstrated time management and multitasking skills, self-discipline, ownership and a bias for action.
6. Proven great sense of invent and simplify to optimize processes.
7. Desire to work with sellers to grow their business by providing outstanding and customized service to ensure excellence seller experience.
Preferred Qualifications
1. Minimum 2 years of Amazon seller support experience, strong knowledge skill, especially M@, FBA, Feeds, IIDP. As well act as a top performer in your current role.
2. Effectively allocating and managing resources to ensure project success.
3. Capable of building and maintaining strong, long-term client relationships.
4. Think both strategically and tactically to implement creative solutions.
5. Understands basic XML and SQL concepts to assist in root cause and dive deep in data analysis.