亚马逊Seller Ops Specialist, GM Field

FBA is a growing business built around Amazon’s world-class capability in Ordering, Fulfillment, Transportation and Customer Service. By leveraging our current scale and supply chain, FBA can provide a low-cost alternative for fulfillment and enable sellers to rapidly grow their business. As mentioned by Jeff Bezos, Founder and CEO of Amazon.com, in his annual letter to shareholders, FBA is one of the strategic long-term opportunities for the company to improve the lives of sellers and buyers while leveraging our billion-dollar logistics infrastructure to generate increasing free cash flow and triple digit return on invested capital. Our long-term vision is that customers can order and receive a sellers’ product the same day anywhere in the world. Support Operations role in FBA is to support Sellers with financial related questions and ensure they are addressed in accordance with policy. We believe consistency is the foundation to the world-class service we provide our Sellers, and Support Operations is at the center of ensuring consistent and fair evaluation of Seller inquiries. Position Description: Support Ops Specialist A Support Ops Specialist acts as a primary interface between Amazon and sellers through email communication. This position is responsible for supporting Amazon’s Global Supply Chain process with investigative research and working on the assurance of seller fulfillment process defect and reimbursement accuracy to protect both Amazon and Seller experience. In addition, the position will be expected to deliver professional service to sellers and respond promptly to seller’s requests and disputes. A successful candidate meets or exceeds the goals in their current space, is punctual and reliable, has excellent investigation skills, reading and written communication skills. (This is not a virtual position, you will be required to work from office located in Chengdu) Key Responsibilities includes: • Utilizes various internal system and tools to identify the valid defect and reimbursement • Dedicates to look for strong evidence to prove the point of view when it comes to subjective judgment • Delivers various logical and accurate investigations according to the needs of different sellers • Keeps the email accurate and professional when handling sensitive information to protect the interests of the company and sellers • Manages time effectively and independently to research seller accounts logically and responds to case requests from sellers • Maintains accountability to attendance, productivity, and quality expectations while adapting to the changing requirements of the business

1. Act as a role model to develop and manage the projects of strong deliverables for seller shipment issues escalated from front-end team. 2. Dive deep into to the seller escalations and identify service and process opportunities to drive the process improvement. 3. Collaborate with Destination partner teams to focus on escalation dive deep, resolution and improvement of the whole escalation journey and drive the issue resolution. 4. Initiate the process change, draft and reflect the change process in SOP management with Sales, Ops and destination partners. 5. Deal with ambiguity and complexities, manage operational issues by developing, tracking and analyzing key escalation performance. 6. Engage with key stakeholders to escalate and call out the pain points to drive the initiatives to reduce shipment defects and non-compliance, and driving continuous improvements. 7. Serve as primary interface with cross function teams in sales, product, program and tech for new project, product and system launches. 8. Be the Voice of the Sellers, and provide feedback to the team to improve performance and seller experience. 9. Provide regular performance metrics report focusing on seller contact and escalation experiences. 10. Build up the mechanisms for Call Center management and functional excellence support structure.

1. Following SOP and other requirement to validate data/information provided by customer. 2. Contacting with customer if the data/information is unclear/incorrect. 3. Key in the data/information in system. Make sure the data/information in system is correct and align with SOP/requirement. 4. Escalating issues and problems encountered in daily work. 5. Collaborating with origin and destination logistics teams and other service providers to solve shipment issues. 6. Acting as 1st Tier support for Seller Service queries related to shipments 7. Any Add-hoc task assigned by leaders.

• Perform detailed needs assessments in coordination with the Seller Operations, Sales, Product, Marketing, and Engineering. Translate business needs into training & enablement strategy, offerings and programs. • Create, develop, manage, and lead the successful execution of the cross-functional enablement programs in conjunction with program or product teams and stakeholders. • Develop and maintain an effective governance process and measurements focused on providing insights on performance and impact on readiness and program effectiveness.