DESCRIPTION Job summary Sellers are a critical part of Amazon’s ecosystem to deliver on our vision of offering the Earth’s largest selection and lowest prices. These Sellers offer hundreds of millions of unique products providing a broad and diverse inventory of products from Books, Electronics and Apparel to Consumables and beyond. Fulfillment By Amazon enables Sellers to provide fast and efficient deliver to their customers using Amazon fulfillment services and now make up the majority of the business on Amazon.com. Amazon is seeking Investigation Specialists to join the FBA Seller Experience within the Supply Chain & Optimization Technology organization. We support Amazon’s Global Supply Chain process with investigative research involving Seller fee disputes, Seller requests for additional storage space, and contacts involving Inventory Management data issues and disputes. We believe consistency is the foundation to the world-class service we provide our Sellers and Inventory Planning & Control is at the center of ensuring consistent and fair evaluation of Seller disputes. The IPC contact team consists of highly specialized investigators who support FBA through manual investigations world-wide with varying Seller pain points in the inventory cycle. An Investigation Specialist provides timeline resolution to the issue(s) in hand by researching and querying internal tools and by taking real-time decisions. An ideal candidate should be able to understand the requirements/be able to analyze data and notice trends and be able to drive the Seller Experience without compromising on time. The candidate should be able to communicate clearly in the written and oral form. An Investigation may interact with Technology on behalf of the Seller to resolve a Tech escalation, or work with Seller Support to improve a Seller communication or process to reduce Seller contacts. Key job responsibilities * Managing time effectively and independently to research Seller discrepancy requests, understand trends and call-out new or different trends in order to accurately resolve Seller issues. * Communicating with Sellers and FBA business partners effectively using clear and professional oral and written communication. * Document outcome of investigations with Sellers in a succinct and reliable method. * Conducting multiple investigations with Amazon Sellers daily that aim to resolve disputes while utilizing Excel. * Providing prompt and efficient service to Amazon Sellers including the appropriate escalation of Seller issues. * Maintaining accountability to attendance, productivity, and quality expectations while adapting to the changing requirements of the business. * Providing root cause resolution for FBA Seller and Customer issues.
High School Diploma
1+ years’ experience in Logistics, Transportation, Supply Chain, Investigation, Risk Management or a Contact Center
1+ years of experience working with Microsoft products (Excel, Word, Powerpoint)
1 + years of experience performing data entry and analysis to identify root cause and implement solutions
Experience in a contact center environment
Experience handling multiple key priorities at the same time
Excellent oral and written communication skills
Experience with fraud or risk investigations, or in payments/banking
Basic SQL and/or other data management systems knowledge
Knowledge of FBA and Seller Central
The pay range for this position in Colorado is $33,000- $58,000 /yr; however, base pay offered may vary depending on job-related knowledge, skills, and experience. A sign-on bonus and restricted stock units may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered. This information is provided per the Colorado Equal Pay Act. Base pay information is based on market location. Applicants should apply via Amazon's internal or external careers site. The pay range for this position in New York City is $33,000- $58,000 /yr; however, base pay offered may vary depending on job-related knowledge, skills, and experience. A sign-on bonus and restricted stock units may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered. This information is provided per the New York City Human Rights Law. Base pay information is based on market location. Applicants should apply via Amazon's internal or external careers site. Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.