Amazon strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online by giving customers more of what they want - low prices, vast selection, and convenience - Amazon.
com continues to grow and evolve as a world-class e-commerce platform. Within Amazon, the Selling Partner Support Organization’s goal is to enable sellers of any size by helping them build the business they want.
We obsess over providing world-class support to Merchants selling on the Amazon platform on a worldwide scale. Selling Partner Support strives to predict our Selling Partner's needs before they recognize they may have a problem, create innovative self-help tools, and provide solutions to help our partners better serve their customers.
The Selling Partner Support Operations team acts as the primary interface between Amazon and our 3rd Party business partners, so to our Selling Partners we ARE Amazon.
We are looking for an ESR Account Manager who will be expected to : Research and respond to Global Selling Partner escalations directed to Jeff B.
and Senior Executives, or through highly escalated Selling Partner Support contacts.
Objectively handle highly sensitive situations with integrity and discretion
Recognize system, quality, and process concerns contributing to poor Selling Partner experiences and share with PSAS team
Work cross-functionally with other teams to identify root causes and drive process improvements to Selling Partner facing issues
Maintain aggressive service levels for Jeff B and Executive escalations
Flexible schedule which might include On-call and Weekend coverage
Timely and accurate reporting on escalation status
Capture success stories and surface innovative ideas to drive improvement for all Selling Partners
Moderate Seller Forum
Minimum 6 months of SPS experience and prior experience in Customer Service in a call center, retail or hospitality environment
Able to work independently with little supervision, self-motivated, and flexible in approaching responsibilities and change.
Proficiency in using written and oral communication skills in a business environment, both English and Dutch
Proficiency in composition skills, ability to compose concise, accurate and appropriately targeted responses
Demonstrated effective conflict resolution and negotiation skills, professional attitude
Demonstrated comprehension skills (reading and listening) ability to understand and represent Selling Partner issues
Demonstrated superior time management and multitasking skills, self-discipline
Technical aptitude, proficient with MS Suite & Paragon Case Management tools
Detail-oriented, analytical, proactive approach to problem-solving; ability to operate both a granular or macro level
Demonstrated big picture thinking, sound judgment and discretion
1-3 years of previous technical / customer support experience
Problem ticketing, incident management, and issue escalation experience
Ability to conceptualize and explain complex interrelated applications and system platforms
Strong coaching and people management skills; experience in coaching at peer level a plus
Proven ability to build relationships and influence others across the organization
Additional language beneficial (DE / FR / IT / PL)