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Account Manager, Premium Seller Support, Selling Partner Support

Amazon

Our mission: To be Earth's most customer-centric company.

DESCRIPTION

Job summary
Selling Partner Support (SPS) is the organization within Amazon Merchant business unit that provides world-class support to millions of Amazon Selling Partners (SPs) in 20 different platforms. SPs are our customers and we help eliminate problems associated with selling their products on Amazon. SPS acts as the primary interface between Amazon and SPs, will be responsible for providing world class timely and accurate operational support to Merchants selling on the Amazon platforms, address chronic system issues, provide process improvements, develop internal procedures and features to improve external and internal customer experience consistently.

PSS (Premium Selling Support) provides dedicated end to end service with accelerate response and qualified resolution to the cases created by KR AGS Paid Service Selling Partner, focus on handling complex and critical issues, interpreting comprehensively about Amazon polices, features etc. , and drive Selling Partner experience (SPX) improvement continuously for their long term success., also contribute to SPS mission of “strive to make Amazon the best place for Selling Partners”.

This SPS Account Manager will be responsible for providing premium Selling Partner Support Service to the Sellers who enroll Global Selling Service+ Program, and finally delighting our served paid accounts and support on business revenue generation.

Key job responsibilities
• Be responsible for in-service Sellers’ daily escalations handling, coaching, engagement enhancement.
• Provide pro-active and reactive support by managing a catalog of sellers in constant growth. Support is provided by connecting to sellers through Contact Management System.
• Work with other departments such as PQ team, TRMS team, or Account Management team to resolve Seller’s issues and questions, to provide prompt and efficient service to Paid Sellers.
• Drive quality improvement for each in-service Seller as measured by Seller Performance metrics, instigating early intervention plans if necessary.
• Identify and surface internal improvements (SOP, Associate Tools, Help Pages) to program and product managers.
• Work with Sellers to drive improvement defects that may impact their account health or good standing of the account.
• Develop relationships network with each seller account and manage outreach campaigns, such as Account Issue, Inactive Listings, Marketplace Abuse etc.
• Drive root cause analysis by recognizing Sellers contacts patterns, performance trends and through direct contact with Sellers leadership and their operations teams.
• Serve as the escalation point for Sellers, managing their highly sensitive situations with integrity and discretion.
• Create an open environment where Sellers can freely communicate their needs or concerns.
• Capture success stories and surface innovative ideas to drive improvement for all Sellers.
• Engaging with Sellers in need of a higher level of support (high contact rates, poor performance), and educating them to become self-sufficient through time-bound support.
• Lead the prioritization of operations issues and educate Sellers on methods to reduce common pain points
• A key contributor in building a positive team environment, proactively aid team members and consistently at the top quartile for quality, productivity.

BASIC QUALIFICATIONS

• Minimum 1 year of Amazon SPS experience and strong knowledge skill for M@, FBA, Feeds, IIDP. (for internal candidate)
• 2022YTD performance must be in the first quartile within KR SPS team and you have to have no behavioral or quality issues called out by your line manager/advisors over the past 6 months. (for internal candidate)
• Demonstrates effective, clear English written communication.
• Demonstrated excellent communication skills (verbal and written) with external leadership and internal operations teams through multiple channels (email, phone, ticketing systems, and conference calls).
• Proven skills using data to drive analysis for the purpose of making business decisions using Excel or other analytical tools.
• Proven track record of taking ownership and delivering results while liaising between clients and internal teams.
• Demonstrate effective communication, composure, and professional attitude.
• Exceptional interpersonal skills for proactive engagement with external selling partners.
• Think both strategically and tactically to implement creative solutions.
• Demonstrated time management and multitasking skills, self-discipline, ownership and a bias for action.
• Desire to work with Sellers to grow their business by providing outstanding Seller experience.
by providing outstanding Seller experience.

PREFERRED QUALIFICATIONS

  • Desire to work with Sellers to grow their business by providing the highest quality customer experience
  • Think both strategically and tactically to implement creative solutions.
  • Strong attention to detail and follow through.
  • Understands basic XML and SQL concepts to assist in root cause and dive deep in data analysis.

To apply for the job click here

Account Manager, Premium Seller Support, Selling Partner Support

To apply for the job click here

Contact us

Amazon

Our mission: To be Earth's most customer-centric company.

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