FBA Senior Recovery Services Specialist

2 months ago

Hyderabad, India ADCI HYD 13 SEZ Full time
With Fulfillment by Amazon (FBA), Amazon’s new and innovative service offering, any merchant can send inventory directly to Amazon, where it is stored and managed in one of our modern, secured facilities. Merchants may list items for sale on Amazon or use other sales channels such as their own website or third party shopping/ auction websites. When orders are received, Amazon will professionally pick, pack and ship the product direct to a merchant’s customer. In addition, Amazon takes full responsibility for servicing the merchant’s customers and handles all customer returns as required, thus offering end-to-end fulfillment and customer service experience.
Liquidation-as-a-service is an ambitious program within FBA to help Sellers recover value while creating more sustainable and responsible disposition channels to eliminate product waste. As part of our ongoing commitment to sustainability, Amazon Seller Services Europe is hiring a FBA Recovery Services Specialist.

Key job responsibilities
• Managing communication with Amazon Vendors related to damages and losses occurred during liquidation process
• Investigating root causes of Vendor disputes and making refund decision based on existing processes and analyzed data
• Configuring inventory allocation for Amazon Vendors in the system on regular basis based on their volume capacity bidding
• Performing QA audit to reduce defects and ensure a high quality of work and ultimately reduce the dispute cases and amount refunded
• Cooperating with other departments and stakeholders closely (e.g. Program Manager, Product Manager, Partner Manager, Tech team, BI team) to improve an overall quality of decision-making and services provided by Amazon
• Managing SP-Support escalation tickets and identifying the gaps in SP-Support investigation SOP or Seller facing Help Pages, and then work with business stakeholders to update SP-Support SOP or Seller Help Page
• Constant internal investigation process optimization to improve productivity.

A day in the life
In the morning, you work on the inventory allocation request tickets raised by Partner Manager to update vendor's inventory allocation configuration, onboard new vendors to liquidation program, pause/unpause existing vendors upon request etc;
After this, you will investigate the dispute cases raised by vendors and process refunds accordingly after your investigation;
While waiting for the system to release the refunds, you will being work on order cancellation request to prevent ineligible orders from being shipped to vendors;
We highly encourage the team to work on process optimization and automation, SOP update etc.

We are open to hiring candidates to work out of one of the following locations:

Hyderabad, TS, IND

BASIC QUALIFICATIONS

• 2+ years of professional experience, preferably in customer-facing or analytical roles
• Excellent written and verbal communication skills in English Language
• Good analytical skills and professional communication skills
• Demonstrated problem solving and analytical capability
• Experience in data analysis, solid working knowledge of SQL knowledge is mandatory
• Strong business judgement

PREFERRED QUALIFICATIONS

• Ability to thrive in an ambiguous environment
• Highly organized, solution driven and results oriented
• Ability to prioritize and manage multiple responsibilities
• Sound business judgment, 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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