LOCATION - Barcelona
LANGUAGE REQUIREMENTS: English & German
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 Amazons’ 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`/Vendors’ needs, create innovative self-help tools and provide solutions to help our partners better serve their customers and grow their businesses.
Seller Support at Amazon provides candidates with an opportunity to join a diverse, multicultural team with direct partnerships across extensive worldwide locations. Amazon and Seller Support pride ourselves on growing talent and leadership from within, offering multiple career paths in areas such as people management, program management, technical support, HR, training and development and workforce planning. Roles within Seller Support at Amazon offer candidates the opportunity to grow and develop skills such as mentorship, coaching, negotiation, process improvement, account management, data analysis, presentation and communication all while contributing to our vision of creating and sustaining a culture of approachable excellence that delivers a remarkable and reproducible Vendors’/Sellers` Experience.
The CS Andon detection is owned by the Andon Cord Program Team (ACPT) in 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 threshold, 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 customers issues, conduct of investigations of the stock, collaboration 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.
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.
Education: High School Qualification required as a minimum, 3rd level qualification preferred. · Language: Native or fluent German and English · Technical (Computers & Internet) savvy is required · Data analysis skills and proficiency with Excel is required · 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
· Desire to expand skills into new areas . Business acumen in areas of e-commerce and retail is advantageous . Demonstrate strong interest in process improvement . Enthusiasm and strong self-motivation. · 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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