PSS Account Manager
DESCRIPTION
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 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. CN PSS (Premium Selling Support) is under Selling Partner Experience (SPX) function of Selling Partner Support (SPS) organization, launched in May 2017, provide dedicated end to end service with accelerate response and qualified resolution to the cases created by CN AGS Paid Service Selling Partner across US, EU5 and JP, 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 position (PSS Account Manager) will be responsible for providing timely and accurate operational support to SPs on the Amazon platforms, address chronic system issues, provide process improvements, and develop internal procedures and features to improve external and internal customer experience consistently.
Key job responsibilities
• Key job responsibilities
- Provide pro-active and re-active support by managing a catalog of sellers in constant growth. Support is provided by connecting to sellers through Paragon.
- Leverage other internal resources to resolve seller’s issues efficiently, and to provide customized service to Paid Sellers.
- Work with sellers to drive improvement on defects that may impact their account health or good standing of the account.
- Serve as the escalation point for sellers, own a sense of setting prioritize for business-critical issues to avoid GMS loss, such as buy box missing etc.
- Develop relationships network with each seller account and manage outreach campaigns, such as Account Issue, Inactive Listings, Marketplace Abuse etc.
- Drive root cause analysis, assessing situations to develop innovative solutions for recurring problems.
- Own great soft skills, create an open environment where sellers can freely express their needs or concerns, and provide professional but not robotic service via email or outbound call.
- Capture successful stories and surface innovative ideas to drive improvement for all sellers. Seek ways to invent and simplify processes for outcomes.
- A key contributor in building a positive team environment, proactively aid team members and consistently at the top quartile for quality, productivity.
BASIC QUALIFICATIONS
1. Bilingual or Trilingual skills, proficient in English writing.
2. Demonstrated excellent communication skills (verbal and written) with external leadership and internal operations teams through multiple channels (email, phone, ticketing systems, and conference calls).
3. Being responsive and adaptable to changes, ensuring swift problem-solving.
4. Proven skills using data to drive root cause analysis for the purpose of making business decisions using Excel or other analytical tools.
5. Demonstrated time management and multitasking skills, self-discipline, ownership and a bias for action.
6. Proven great sense of invent and simplify to optimize processes.
7. Desire to work with sellers to grow their business by providing outstanding and customized service to ensure excellence seller experience.
PREFERRED QUALIFICATIONS
1. Desire to work with Sellers to grow their business by providing the highest quality customer experience
2. Think both strategically and tactically to implement creative solutions.
3. Strong attention to detail and follow through.
4. Understands basic XML and SQL concepts to assist in root cause and dive deep in data analysis.