- Manage buyer-seller messaging across an assigned book of client accounts.
- Own negative feedback and product review remediation workflows, including submissions, follow-up, and escalation to Amazon when required.
- Coordinate return and refund decisions with brand management.
- Synthesize trends in defects, listing accuracy, and image or copy mismatches, and share them regularly with Listing and Case Specialist teams.
- Identify buyer complaints rooted in FBA issues and route them to the FBA Resolution team with documentation.
- Use structured escalation paths with Amazon for complex buyer-seller disputes.
- Own one Customer Service function as an SME or Trainual content owner.
- Guide Customer Service Specialist I peers on day-to-day casework.
- Use blogs, LinkedIn, and seller forums to stay current on Amazon buyer-side policy changes.
- Maintain or exceed department-established performance standards.
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