Fulfillment Optimization Specialist
5 days ago
We are seeking a highly skilled Seller Coaching Specialist to join our FBA Support Operations team in India. This role involves formulating effective coaching strategies to influence Seller behavior through coaching and reducing defects in our supply chain.
In this position, you will work closely with the FBA Operations & Supply Chain team in Luxembourg to drive various programs for improving the overall experience of FBA Sellers. Your primary goal is to help support the FBA initiative by driving merchant compliance via case creation, coaching merchants, supervising associates, maintaining SOPs, working with business stakeholders, and reporting on key metrics.
The ideal candidate will have excellent written and verbal communication skills (English) and be able to build strong relationships with stakeholders and key partners for the program. You should also possess experience in data analysis, solid working knowledge of SQL knowledge, and MS Excel proficiency.
Some of the key responsibilities include:
- Conducting trainings and providing mentoring and ad-hoc support to investigations specialists.
- Maintaining SOP excellence.
- Handling escalations and special cases for Seller Coaching.
- Performing SIM quantity and health checks.
- Deep diving into complex changes to help process improvement and/or updates on Help pages and Workflows.
- Supporting Investigation specialist development, reporting performance, and gaps to Team Managers.
- Acting as Team Lead backup to report performance on Program to PMs in WBR/MBR.
- Collaborating with Product/Program Management teams to drive seller adoption via coaching programs and track seller adoption on a weekly basis to derive actionable insights from data.
- Communicating with stakeholders at multiple levels and dynamically enabling business, product, engineering, and data analytics teams to define and deliver solutions.
Requirements:
- 3+ years or relevant professional experience in customer-facing and analytical roles.
- Excellent written and verbal communication skills (English).
- Ability to build strong relationships with stakeholders and key partners for the program.
- Experience in data analysis, solid working knowledge of SQL knowledge, and MS Excel proficiency.
- Strong business judgment, driven by problem-solving and analytical capabilities.
- Ability to roll up sleeves and operate as an individual contributor to get the job done while guiding stakeholders toward an objective.
- Closely cooperating with other departments and stakeholders (e.g., Program Manager, Product Manager, Tech/Bi team) to improve the overall quality of decision-making and services provided by Amazon.
- Ability to thrive in an ambiguous environment.
- Highly organized, solution-driven, and results-oriented.
- Ability to prioritize and manage multiple responsibilities.
- Sound business judgment and proven ability to influence others.
- Experience communicating with technical and non-technical stakeholders across multiple business units.
- Experience working in a cross-functional capacity and a proven track record of delivering operational excellence.
- Another language (German, French, Mandarin, or other) is welcomed.
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