Investigation Specialist, WW FBA
2 weeks ago
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.
Basic Qualifications
- 1+ years of customer service experience
- Experience with Microsoft Office products and applications
- Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
- Experience in payments or e-commerce
Preferred Qualifications
- Bachelor's Degree
- Experience in a contact center environment
- Experience handling multiple key priorities at the same time
- Experience with fraud or risk investigations, or in payments/banking
- Knowledge of FBA and Seller Central
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.
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