DESCRIPTION
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 and Vendors' needs, create innovative self-help tools, and provide solutions to help our partners better serve their customers and grow their businesses.
Key job responsibilities
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 deliver coaching.
The successful candidate will have a commitment to driving excellence in Associate and Seller/Vendor/Customer experience. A strong record of customer focus and a keen interest in process improvement are key requirements for this role.
About the team
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.
BASIC QUALIFICATIONS
Education: High School Qualification required as a minimum
Language: Proficiency (C1/C2 level) in English and Turkish.
Technical Skills: Intermediate competency with Windows, Microsoft Word, Outlook, and Excel. Able to use online communication and collaboration tools with ease.
Data analysis skills and proficiency with Excel is required
PREFERRED QUALIFICATIONS
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
Business acumen in areas of e-commerce and retail is advantageous
Demonstrate strong interest in process improvement
Ability to embrace constant change with flexibility
Demonstrate appropriate sense of urgency and adaptability in response to changing business needs
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify, and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.
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