The Case Specialist II works under general supervision and follows company and department policies and procedures to provide dedicated advocacy on behalf of clients and internal stakeholders, handling seller issues and resolving bottlenecks directly through Amazon Seller Support, ensuring smooth and compliant operations on the platform. Acts as subject matter expert (SME) or Trainual content owner for one specialized department function providing guidance to peers.

Primary Responsibilities:

● Through the use of company and department practices and procedures, provides dedicated customer service to clients and internal stakeholders to ensure a smooth and compliant operation on the Amazon platform.
● Creates, manages, and resolves support tickets accurately and efficiently to improve outcomes for our clients
● Oversees and manages the accuracy and health of our Amazon Seller Account & listings, ensuring compliance with Amazon's guidelines and policies
● Proactively identifies and addresses any issues with seller listings, collaborating with internal teams and directly interfacing with Amazon and utilizes structured escalation paths to resolve problems promptly
● Communicates effectively both internally with brands to notify them of any listing issues, provide updates, and make necessary requests to Amazon on the clients behalf
● Acts as an advocate for our company on the Amazon platform, representing the company's interests and ensuring a positive and compliant presence
● Calls into Amazon support to resolve listing issues efficiently
● Leverages external resources such as blogs, LinkedIn, forums to stay up to date with the latest Amazon policy changes
● Act as an SME for at least one subject within the department, providing guidance to peers
● Maintains or exceeds department-established performance standards
● Other duties as assigned

Knowledge, Skills and Abilities:

● Two to three (2- 3) years of customer support or customer resolution roles or related role, preferably within an eCommerce setting
● Strong knowledge of Information Technology (IT) systems, infrastructure, and best practices, demonstrated through hands-on experience or relevant certifications
● Demonstrates a strong understanding of department practices, procedures, and specialized functions. Applies good judgment in selecting methods and techniques for obtaining solutions to assigned clients and projects
● Strong communication skills, both written and verbal, with the ability to effectively convey listing issues and resolutions to brands and internal teams in a customer-friendly manner
● Detail-oriented with a proactive approach to identifying and resolving listing problems, demonstrating a commitment to ensuring a positive customer experience
● Good collaboration and positive relationship skills with internal teams, brands, and Amazon support, leveraging customer service skills to address concerns effectively
● Strong ability to analyze data related to e-commerce listings
● Strong skills with data analysis tools (Excel and Google Sheets)
● Good analytical and organizational skills