Amazon Seller Support Associate

To manage your responsibilities effectively and ensure a smooth process while handling e-commerce accounts, claims, and collaboration with various teams, heres an organized approach for addressing each aspect of the role:

1. Audit Company Accounts for Reimbursement or Refunds

• Review Sales Reports: Check payment records, invoices, and transaction logs against your e-commerce platforms (e.g., Amazon, Walmart, etc.) to identify discrepancies.
• Analyze Shipping Fees and Refunds: Review your shipping costs, customer refunds, and reimbursements from the platform to ensure they match your expectations.
• Identify Missing or Incorrect Payments: Look for any unpaid reimbursements or refunds for lost/damaged goods, shipping errors, or platform fees.

2. Raising Claims with the E-Commerce Company

• Prepare Detailed Documentation: Gather all relevant information such as order numbers, shipping details, tracking numbers, photos of damages, and any customer complaints.
• Identify the Cause: Establish whether the issue is related to carrier mishandling, platform error, or another issue (e.g., customer returns or misdeliveries).
• Submit Claims: File claims promptly with the e-commerce company (or relevant third-party carriers) through the required portals or claim forms.
• Track Progress: Maintain a log of claim status, follow up periodically, and escalate if necessary.

3. Collaborating with Other Teams to Address E-Commerce Inquiries

• Regular Check-ins: Organize weekly or bi-weekly meetings with key teams like customer service, operations, warehouse, and catalog to stay aligned on open issues and resolution strategies.
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  Cross-functional Collaboration: Identify potential bottlenecks or inefficiencies within processes (e.g., shipping delays, order errors) and suggest process improvements.
• Clear Communication: Use collaboration tools (e.g., Microsoft Teams) to streamline the flow of information and ensure no communication gaps.

4. Timely Resolution of Claims and Issues

• Set Priorities: Prioritize claims based on their urgency (e.g., missing or damaged shipments) and potential impact on the business.
• Monitor Deadlines: Establish clear deadlines for resolving claims and ensure timely follow-ups with the e-commerce platform or carrier.
• Escalate When Needed: If claims are not being resolved promptly, escalate them to higher management or the appropriate platforms support team.

5. Investigating Claims with Carriers for Financial Reimbursement

• Track Shipments: Keep track of any claims related to lost, damaged, or delayed shipments.
• Claim Documentation: Ensure that all necessary documentation (e.g., proof of shipment, customer complaints, photos of damaged goods, tracking info) is compiled and submitted to carriers for reimbursement.
• Follow-Up: Follow up consistently with carriers for any outstanding claims. Set reminders for escalating or checking on the claim status.
• Analyze Patterns: Regularly review claims and identify patterns, such as recurring issues with a specific carrier or delivery route.

6. Professional Development & Industry Trends

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  Stay Updated: Keep up with trends in the e-commerce industry, especially related to logistics, customer service, and platform changes (e.g., Amazon seller updates, shipping innovations).
• Attend Webinars/Conferences: Join relevant webinars, and online courses, or attend e-commerce conferences to develop a deeper understanding of the industry.
• Implement Best Practices: Apply newly acquired knowledge to your current processes to improve efficiency and reduce errors.

Required Skills:

• Minimum of 2-3 years of experience in Amazon Seller Support
• Understanding the e-commerce ecosystem, including how marketplaces like Amazon, Walmart, Wayfair, etc., operate.
• Familiarity with e-commerce tools, seller dashboards, and understanding performance metrics (e.g., sales, fulfillment, returns).
• Awareness of e-commerce policies, including return policies, shipping requirements, and reimbursement protocols.
• In-depth knowledge of Amazon Seller Central, including how to navigate the dashboard, create and manage product listings, and handle customer issues.
• Experience in resolving disputes, understanding Amazons reimbursement processes, and dealing with claims for lost or damaged goods.
• Handling Amazon policy violations, performance issues, and seller feedback
• Efficient time management skills to handle multiple tasks, often with competing priorities.
• The ability to stay focused under pressure while handling urgent claims, customer issues, or inventory concerns.
• Strong decision-making and problem-solving skills when deadlines are approaching.

Knowledge of Microsoft Teams, Microsoft Outlook, and MS Excel

Important Note:

• Only candidates with 2 to 3 years of relevant experience will be considered.
• Applicants must be open to work with the CTC as per current market standards.