Education: High School Qualification required as a minimum, 3rd level qualification preferred.
Language Requirements: Native or fluent Spanish and English.
Technical Skills: Technical (Computers & Internet) savvy is required; Data analysis skills and proficiency with Excel is required.
Soft Skills: Strong prioritization and time management skills, with a high degree of flexibility; Demonstrates effective communication, composure, and professional attitude; A great deal of personal initiative and strong hands-on attitude along with creativeness, decisiveness and results-driven mentality for a business-focused way of thinking; Able to work within a cross-functional team; Fosters a positive team environment and collaboration within the site; Approachable, cooperative, and a team player, easily gains the trust and support of Associates and peers; Demonstrates effective, clear and professional written and oral communication; Enthusiasm and strong self-motivation.
Job Summary: LOCATION - Barcelona.
Amazon strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online.
By giving customers more of what they want - low prices, vast selection, and convenience - Amazon continues to grow and evolve as a world-class e-commerce platform.
In that context, Seller Support teams act as the primary interface between Amazon and our Sellers or Vendors.
To expand the selection of products available to customers, Amazon engages with Sellers/Vendors who offer their catalog of products on Amazon's global eCommerce platforms.
We obsess over providing world-class support, technical assistance, and account management services to our global partners.
We strive to predict the Sellers' needs to serve their customers and grow their businesses.
The CS Andon detection is owned by the Andon Cord Program Team (ACPT) in the WW Customer Service organization.
When Customers contact Amazon Customer Service Associates (CSA), or when CX defects (e.g., contacts, returns, and concessions) exceed certain set thresholds, a CS Andon cord is pulled, resulting in a trouble ticket to be resolved by the organization in which the defect lies (e.g., FBA, Retail or shared).
The CS Andon investigation seeks to replicate the reported defect in the FC, correct any defects found, and coach the Seller to help prevent a repeat of the same defect.
The Seller Support CS Andon Cord associate will be in charge of managing such investigations.
Main tasks will be to understand customer issues, conduct investigations of the stock, collaborate with a wide variety of business and development teams across the company (Retail, Product Safety, Merchant Fulfilment Network, Amazon Fulfillment Network, European FCs, Customer Service, etc.
), and coaching delivery.
- Desire to expand skills into new areas.
Business acumen in areas of e-commerce and retail is advantageous.
Demonstrate strong interest in process improvement.
- Desired skill-sets include MS Office Application Excel and Internet Explorer/Mozilla Firefox.
- Strong prioritization and time management skills, with a high degree of flexibility.
Ability to embrace constant change with flexibility and good grace.
Demonstrate appropriate sense of urgency and adaptability in response to changing business needs.
Demonstrates effective communication, composure, and professional attitude.
Exemplary performance record, particularly with regard to quality & productivity.
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