Sr. Associate, Account Mgmt

Responsibilities

• Assist sellers / vendors to become well‑versed with various Amazon tools and provide onsite and office support for catalog creation, listing products, shipment related issues, etc.
• Guide & help sellers complete onboarding formalities and train them on internal tools.
• Handle various types of cases related to inbounding, product issues and customer complaints.
• Provide required inputs to sellers to manage customer feedback.
• Co‑ordinate with sellers/vendors & internal teams for catalog creation & product imaging.
• Review Amazon catalog for content quality based on pre‑defined guidelines & co‑ordinate with internal teams to fix issues for better customer experience.
• Document processes & regularly update existing SOPs.
• Review & suggest SOP changes required if any to the team based on input from Category managers.
• Handle various sets of daily, weekly and monthly business reports.
• Onboard new processes if required as per the business needs.

Skills

• Excellent written and oral communication skills in English.
• MS Excel proficiency – ability to mine voluminous data for specific detail.
• Strong analytical skills.
• Strong interpersonal skills.
• Excellent listening skills.
• Excellent data accuracy skills, eye for detail, and commitment to meet deadlines.

Critical Qualities / Characteristics

• Pace of implementation and consistency in performance.
• Willingness to take initiatives and additional responsibilities.
• Willingness to travel.
• Commitment and completion factor.
• Peer respect – establish and maintain cooperative working relationships.
• Creative and analytical problem solvers with passion for operational excellence.
• Identify areas of possible process improvements.

Ability to

• Multi‑task in a fast paced environment.
• Operate in the system with speed and accuracy necessary to meet Amazon standards.
• Handle stressful situations, maintain composure, and communicate clearly with both internal and external stakeholders.

Operations

• Meet and interact with sellers/vendors for initial process setup.
• Flag possible escalation, dive deep to recommend and implement corrective actions.
• Flag any updates received from stakeholders on process to Team Lead/Manager.
• Be part of client calls to raise challenges, lead, and document conference discussions.
• Audit tasks assigned to junior associates and report quality metrics.
• Train new staff and give feedback to the training team.
• Understand the processes across teams & work towards improving the same along with process experts.

Basic Qualifications

• 1+ years of sales experience.
• Bachelor's degree.

Preferred Qualifications

• Bachelor's degree in management, business administration, economics, engineering, marketing.

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