Sr Seller Coaching Specialist
DESCRIPTION
With Fulfillment by Amazon, 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.
We are looking for a Sr. Seller Coaching Specialist to join the FBA Support Operations team in India. In this role, you will formulate effective coaching strategies to influence Seller behavior through coaching and reduce defects in our supply chain. In this role, you will also work very closely with FBA Operations & Supply Chain team in Luxembourg to help the team drive various programs for improving overall experience of FBA Sellers.
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, supervise associates, maintain and create SOPs, work with Business stakeholders and report on key metrics.
Key job responsibilities
Key job responsibilities
• Conduct trainings and provide mentoring + ad-hoc support to the investigations specialist for the stream
• Maintain SOP excellence
• Handle escalations & special cases for Seller Coaching
• Perform SIM quantity and health check
• Deep dives into complex changes to help process improvement and/or updates on Help pages and Workflows
• Support Investigation specialist development reporting performance and gaps to Team Manager
• Act as Team Lead backup to report performance on Program to PMs in WBR / MBR
• Collaborate with the Product/Program Management team 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 enable business, product, engineering, and data analytics teams to define and deliver solutions
BASIC QUALIFICATIONS
• 3+ years or relevant professional experience, in customer facing, 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 is mandatory.
• Strong business judgement,driven by problem solving and analytical capabilities.
• Ability to roll up sleeves and operate as an individual contributor to get the job done; at the same time be able to guide stakeholders toward an objective.
• Cooperating with other departments and stakeholders closely (e.g. Program Manager, Product Manager,Tech/ BI team to improve an overall quality of decision-making and services provided by Amazon
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.