Operations Lead Associate, Paid Services
DESCRIPTION
Retail Business Services is a Global Operations Organization that supports selling partners and category teams and scales critical store functions by standardizing, scaling and automating manual processes.
The Junior Operations Associate acts as the primary interface between Amazon and our Selling partners. The Junior Operations Associate will be responsible for providing timely and accurate operational support to Selling Partners on the Amazon platform. The successful candidate has an immediate, distinct effect on the experience of customers of Amazon, making a strong record of customer focus a high standard for the role. The Junior Operations Associate is expected to address chronic system issues, provide process improvements, develop internal documentation, and contribute to a team environment, all while adhering to service level agreements for phone and/or email cases.
Roles and Responsibilities:
- Handle the day-to-day volumes of the assigned tasks and ensure the given SLAs are met per quality standards.
- Demonstrates effective, clear and professional written and oral communication.
- Provides prompt and efficient service to Amazon Selling Partners including the appropriate escalation of Sellers’ issues.
- Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues.
- Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.
- Contributes to a positive team environment and proactively aids team members with difficult contacts as needed.
- Maintains outstanding performance metrics such as quality, productivity, first contact resolution, and attendance.
- Actively seeks solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions.
- Liaise with other departments such as Selling Partner Paid Services and external stakeholders
BASIC QUALIFICATIONS
- Bachelor's degree
- Experience with Microsoft Office products and applications
- Demonstrated desire to expand skills into new areas.
- Strong prioritization and time management skills, with a high degree of flexibility.
- Ability to embrace constant change with flexibility and good grace.
- Enthusiasm and strong self-motivation.
- Demonstrate appropriate sense of urgency and adaptability in response to changing business needs.
- Demonstrates effective communication, composure, and professional attitude.
PREFERRED QUALIFICATIONS
- Process improvement awareness and experience.
- Data collection and analysis skills.
- Knowledge in Lean Six Sigma methodologies.
- Business acumen in areas of e-commerce and retail is advantageous.