· Handle various types of cases related to catalog and vendor complaints
· Provide required inputs to stakeholders to manage vendor feedback
· Co-ordinate with sellers/vendors & internal teams for Catalog creation, product imaging and all catalog related activities
· Review Amazon catalog for content quality based on per-defined guidelines & co-ordinate with internal team to fix the issues for better customer experience
· Document processes & regularly update existing SOPs
· Review & suggest SOP changes required if any to the team basis input from Category managers
· Handle various sets of daily, weekly and monthly business reports
· Onboard new processes if required as per the business needs
I. Skills
· Excellent written and oral communication skills (English)
· MS Excel proficiency – ability to mine voluminous data for specific detail
· Strong analytical skills
· Strong interpersonal skills
· Excellent listening skills
· Excellent data accuracy skills, eye for detail, and commitment to meet deadlines
II. Critical Qualities / Characteristics
· Pace of implementation and consistency in performance
· Willingness to take initiatives and additional responsibilities
· Willingness to travel
· Commitment and completion factor
· Peer respect - establish and maintain cooperative working relationships
· Creative and analytical problem solvers with passion for operational excellence
· Identify areas of possible process improvements
III. Ability to
· Multi task in a fast paced environment
· Operate in the system with speed and accuracy necessary to meet Amazon standards
· Handle stressful situations, maintain composure, and communicate clearly with both internal and external stakeholders
· Flexible to work in shifts (including weekends) basis the business requirements and to make calls
IV. Operations
· Interact with vendors/stakeholders for process setup/clearing blockers in process
· Flag possible escalation, dive deep to recommend and implement corrective actions
· Flag any updates received from stakeholders on process to Team Lead/Manager
· Be part of stakeholders’ calls to raise challenges, lead, and document conference discussions
· Audit tasks assigned to junior associates and report quality metrics
· Train new staff and give feedback to the training team/manager
· Understand the processes across teams & work towards improving the same along with process experts
- Bachelor's degree
- Speak, write, and read fluently in English
- Experience with Microsoft Office products and applications
- Experience with Excel
- Automation & program management skills
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