Sellers are a critical part of Amazon’s ecosystem to deliver on our vision of offering the Earth’s largest selection and lowest prices. These Sellers offer hundreds of millions of unique products providing a broad and diverse inventory of products from Books, Electronics and Apparel to Consumables and beyond. Fulfillment By Amazon (FBA) enables Sellers to provide fast and efficient deliver to their customers using Amazon fulfillment services and now make up the majority of the business on Amazon.com.
Amazon is seeking Investigation Specialists to join the FBA Seller Experience within the Supply Chain & Optimization Technology organization. We support Amazon’s Global Supply Chain process with investigative research involving Seller fee disputes, Seller requests for additional storage space, and contacts involving Inventory Management data issues and disputes. We believe consistency is the foundation to the world-class service we provide our Sellers and Inventory Planning & Control (IPC) is at the center of ensuring consistent and fair evaluation of Seller disputes. The Contact Team consists of highly specialized investigators who support FBA through manual investigations utilizing data analysis world-wide with varying Seller pain points in the inventory cycle.
An Investigation Specialist provides timeline resolution to the issue(s) in hand by researching and querying internal tools and by taking real-time decisions. An ideal candidate should be able to understand the requirements/be able to analyze data and notice trends and be able to drive the Seller Experience without compromising on time. The candidate should be able to communicate clearly in the written and oral form. An Investigation may interact with Technology on behalf of the Seller to resolve a Tech escalation, or work with Seller Support to improve a Seller communication or process to reduce Seller contacts.
Key job responsibilities
* Managing time effectively and independently to research Seller discrepancy requests, understand trends and call-out new or different trends in order to accurately resolve Seller issues.
* Communicating with Sellers and FBA business partners effectively using clear and professional oral and written communication.
* Document outcome of investigations with Sellers in a succinct and reliable method.
* Conducting multiple investigations with Amazon Sellers daily that aim to resolve disputes while utilizing Excel.
* Providing prompt and efficient service to Amazon Sellers including the appropriate escalation of Seller issues.
* Maintaining accountability to attendance, productivity, and quality expectations while adapting to the changing requirements of the business.
* Providing root cause resolution for FBA Seller and Customer issues.- 1+ years of customer service experience
- Experience with Microsoft Office products and applications
- Speak, write, and read fluently in English
- The ideal candidate must be detail oriented, strong organizational skills, able to juggle multiple tasks at once
- Demonstrated ability to work independently and make complex investigation decisions with little to no guidance.- Bachelor’s Degree
- Experience in a contact center environment
- Experience in payments or e-commerce
- Experience handling multiple key priorities at the same time
- Knowledge of FBA and Seller Central
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