Investigation Specialist I

Investigation Specialist I

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Not Specified

Job Description

Job Description :
Seller Outreach at Amazon
Fulfillment by Amazon (FBA) offers the full set of features that enable businesses to embark on new challenges while minimizing the risks inherent in traditional fulfillment processes. Whether it's working with suppliers to create shipments, fulfilling orders for Customers around the globe, or finding ways to maximize profits, our fully automated systems are integrated across the supply chain, remove the complexity of fulfillment, and enable Sellers to double down on what matters: The Customer Experience.
The Seller Outreach team leads proactive consultation for FBA Sellers to eliminate inventory defects. The Seller Outreach team works in collaboration with the Defect Management team to build innovative solutions that help us identify, resolve and prevent defects during our fulfillment processes.
Position Description: Seller Outreach Specialist
A Seller Outreach Specialist acts as a primary interface between Amazon and third party sellers through proactive phone and email communication. This position is responsible for researching Seller defect trends, identifying possible areas of investigation, and talking to sellers to understand, educate, and prevent future defects. A successful candidate meets or exceeds the goals in their current space, is punctual and reliable, and has excellent oral and written communication skills.
Key Responsibilities includes:
. Responsible for managing time effectively and independently to research seller accounts, understand trends, and prepare to make contact with sellers
. Communicates with sellers and business partners effectively using clear and professional oral and written communication
. Reliably documents outcome of phone conversations with Sellers in tools provided enabling metrics and trends to be established
. Conducts multiple phone conversations with Amazon Sellers daily that actively seek solutions through logical reasoning and data interpretation
. Provides prompt and efficient service to Amazon Sellers including the appropriate escalation of Sellers issues
. Maintains a positive and professional demeanor while handling sensitive information and protecting the interests of the company
. Contributes to a positive team environment and proactively aids team members with difficult contacts as needed
. Maintains accountability to attendance, productivity, and quality expectations while adapting to the changing requirements of the business
Basic Qualifications :
. Good written and verbal communication skills in English
. Desire to constantly expand skillset
. Ability to quickly learn new computer-based tools experience in Microsoft Office suite
. Ability to prioritize and manage time effectively in an ambiguous environment
. Ability to embrace constant change with flexibility
. Able to apply appropriate sense of urgency and adaptability in response to changing business needs
. Able to communicate effectively, communication, composure, and professional attitude
. Exemplary performance record, particularly with regard to quality & productivity
Preferred Qualifications :
High energy, solution focused with a passion for customer service. The ideal candidate will demonstrate keen logical thinking and analytical skills, with the ability to understand and empathize with Sellers. Willingness to work to high performance targets as well as an inquisitive and improvement-based approach to work are critical competencies for this role. The Seller Outreach demonstrates end to end ownership of every Seller interaction and couples this with proactive problem solving to provide exceptional support to Sellers.
. Education: Bachelor Degree or above
. 6 + months experience within a customer service /contact center environment
. Business acumen in areas of e-commerce and retail
. Process improvement experience

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