- Independently manages buyer-seller messaging across an assigned book of client accounts
- Owns end-to-end negative feedback and product review remediation workflows, including submission, follow-up, and escalation to Amazon when required
- Coordinates return and refund decisions directly with brand management
- Synthesizes trends (defect patterns, listing accuracy gaps, image/copy mismatches) and hands them off on a regular cadence to the Listing and Case Specialist teams
- Identifies buyer complaints rooted in FBA issues (damaged inventory, wrong item shipped) and routes them to the FBA Resolution team with proper documentation
- Utilizes structured escalation paths with Amazon for complex buyer-seller disputes
- Acts as an SME or Trainual content owner for at least one Customer Service function (e.g., feedback removal, A-to-z claim prevention, returns)
- Provides guidance to Customer Service Specialist I peers on day-to-day casework
- Leverages external resources such as blogs, LinkedIn, and seller forums to stay current on Amazon buyer-side policy changes
- Maintains or exceeds department-established performance standards
Data AnalysisWritten communicationVerbal communication+1 more