DESCRIPTION

Amazon has spent years building one of the world’s most efficient and optimized supply chains. Amazon Warehousing and Distribution (AWD) is building on that foundation with a bulk storage and distribution service for FBA sellers and innovating towards creating an integrated supply chain offering that can bring sellers’ products from factory floor to customer doors seamlessly.

Investigation specialists are expert communicators and problem solvers obsessed with Customer success. They have a passion for proficiency, and efficiently navigate formal and informal channels to advocate on the Customer’s behalf. They take full ownership of their functional issues and offer high quality solutions and they are the champion for proactive improvements. The Sr. Investigation Specialists are technically competent, self-motivated individuals with the objective to deliver sustainable results that improve the customer experience. Ideal applicants will have experience in STAR investigations. All candidates must be capable of succeeding in a fast-paced team environment with minimal supervision.

Key job responsibilities
• Act as a point of escalation for outstanding issues, questions, and concerns to Amazon Sellers in a contact center environment.
• Maintain a positive and professional demeanor always portraying the company in a positive light while effectively managing critical issues.
• Liaise with other departments as required to resolve Seller issues and questions.
• Provide prompt and efficient education and service to AWD Sellers including appropriate escalation of Sellers’ issues.
• Identify proactive documentation of operational procedures required to tackle known recurring issues
• Contribute to a positive team environment and proactively aid team members with difficult contacts as needed.
• Actively seek solutions through logical reasoning and data interpretation skills and identify trends to appropriate channel including improvement suggestions.
• Demonstrate time-management skills and the ability to work without assistance while using departmental resources, policies and procedures.

BASIC QUALIFICATIONS

• Bachelor Degree, preferably in Business/Supply chain related disciplines.
• Minimum 2-4 years of working in a customer-service environment, preferably within a contact center handling escalation and client support / service delivery.
• Proficiency in both written/verbal English to handle queries and concerns from sellers.
• Demonstrated ability to deal with ambiguity and embrace constant changes with flexibility and grace.
• Proven ownership and bias for action; willing to move quickly and decisively to resolve an issue.
• Interpersonal skills with the ability to communicate complex transactional issues correctly and clearly to both internal and external customers.
• Demonstrated experience working with cross departmental teams with proven collaboration skills.
• Demonstrated ability as a critical thinker with the vision to work both tactically and strategically.
• Ability to compose a grammatically correct, concise, and accurate written and verbal response.

PREFERRED QUALIFICATIONS

• Experience working as an L4 Sr. Specialist and/or in a customer service environment, preferably within a contact center.
• Proven analytical thinking with a natural tendency to use data in decision-making and prioritization.
• Clear, crisp, and proactive documentation of operational procedures required to tackle known recurring related patterns.
• High level of integrity and discretion to handle confidential information.
• Proven track record of complex and creative problem solving and the desire to create and build new processes.