Overview
Job ID: 3031555 | Amazon Joyo Co., Ltd. - B43. PSS Account Manager, Selling Partner Support. The Seller Support organization provides world-class support to over 2 million Amazon Sellers in 10 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.
Responsibilities
* Provide pro-active and reactive support by managing a catalog of sellers in constant growth. Support is provided by connecting to sellers through Paragon.
* Work with other departments such as PQ team, TRMS team, or Account Management team to resolve Seller's issues and questions, to provide prompt and efficient service to Paid Sellers.
* Work with Sellers to drive improvement defects that may impact their account health or good standing of the account.
* Develop a network of relationships with each seller account and manage outreach campaigns, such as Account Issue, Inactive Listings, Marketplace Abuse, etc.
* Drive root cause analysis by recognizing Sellers contact patterns, performance trends and through direct contact with Sellers leadership and their operations teams.
* 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.
* A key contributor in building a positive team environment, proactively aid team members and consistently at the top quartile for quality, productivity.
BASIC QUALIFICATIONS
* Bilingual or Trilingual skills, fluent in English writing.
* Minimum 2 years of Amazon seller support experience, strong knowledge skills, especially M@, FBA, Feeds, IIDP. Also act as a top performer in your current role.
* Demonstrated excellent communication skills (verbal and written) with external leadership and internal operations teams through multiple channels (email, phone, ticketing systems, and conference calls).
* Proven skills using data to drive analysis for the purpose of making business decisions using Excel or other analytical tools.
* Proven track record of taking ownership and delivering results while liaising between clients and internal teams.
* Proven knowledge in account management.
* Demonstrate effective communication, composure, and professional attitude.
* Think both strategically and tactically to implement creative solutions.
* Demonstrated time management and multitasking skills, self-discipline, ownership and a bias for action.
* Desire to work with Sellers to grow their business by providing outstanding Seller experience.
PREFERRED QUALIFICATIONS
* Desire to work with Sellers to grow their business by providing the highest quality customer experience
* Think both strategically and tactically to implement creative solutions.
* Strong attention to detail and follow through.
* Understands basic XML and SQL concepts to assist in root cause and dive deep in data analysis.
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Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
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