Seller Coaching Specialist

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.

To help support the FBA initiative supporting both our Merchant and Customer experience, the ideal candidate will drive merchant compliance via creation of multiple cases, coaching merchants and reporting key learning to the FBA Ops Seller Experience Specialist and FBA Ops Performance Manager.

Key job responsibilities
- Coach FBA Merchants on standard processes, shipment requirements and errors encountered primarily via email or phone
- Continuous improvements - enforce vendor and product compliance standards with FBA Merchants. Communicate corrective actions taken with individual shipments to Seller Services with the goal of having FBA merchants learn from mistakes and being compliant next time
- Suggest changes to the FBA merchant manual in order best practice is shared among FBA merchant community
- Data analysis of all defects recorded in logistic centers in order to drive an overall reduction in inbound issues
- 1+ years of Seller / Vendor / Customer Support experience
- Excellent command of the English language, including the ability to:
--Communicate fluently, both verbally and in writing
--Read and comprehend complex written materials with ease
--Express ideas clearly and effectively in various formats
- Demonstrated problem solving and analytical capability
- Independent and flexible with Strong business judgement
- Excellent Microsoft office/PC skills, including good working knowledge of Excel
- Work a flexible schedule/shift/work area
- Experience in FC operations