Fluent in English (speaking, reading, and writing) with excellent oral and written communication skills. - +12 months of merchant-service experience or customer-service experience. - Proven success in establishing a task routine and identifying opportunities for simplification. - Schedule and remote work flexibility. - Demonstrated success working in a metrics driven environment. - Ability to use metrics to identify root cause issues and solve for them. - Proficiency in use of a desktop computer system, including Windows OS, Microsoft Outlook, and Internet Explorer, as well as excellent typing skills and intermediate familiarity with MS office tools (Word, OneNote, and PowerPoint). - Intermediate Excel skills. - High-School Diploma.
The Ultra-Fast-Fresh Support team's primary role is to support the Amazon US Grocery Delivery business - and it's different verticals such as vendor, instock and marketing managers as well as distribution, selection and pricing teams in who are based in the US which have a direct impact on customer experience.
Depending on the vertical you support, you will have the opportunity contribute to one or more of the key processes within the team, such as (but not limited to):
- Improve sourceability and buyability of the Fresh and PrimeNow selection by analyzing drivers and resolving underlying issues
- Speed up selection onboarding processes by comparing intended selection attributes with source data base and coordinate new item setup
- Reduce defects during order process through audits
- Schedule marketing campaigns
- Monitor and execute price changes in systems in line with Retail seller of record recommendations
- Monitor a ticketing queue to comply with the Service Level Agreements (SLAs)
The individual is expected to perform these tasks through the implementation of Standard Operating Procedures and following the Quality Standard Guidelines of the team.
In your day-to-day job you will be required to:
- Demonstrate expertise in handling end-to-end processes and related tools in order to achieve business goals and ensure the given SLAs are met per quality standards
- Perform root cause analysis, researching for missing information, finding the main errors and solving them
- Monitor individual KPIs (productivity, quality, utilization, etc), create reports, escalate and dive deep on deviations
Interested? We want to hear from you! Please indicate in your resume how you meet the basic and preferred qualifications listed below.
- Demonstrated ability to analyze problems logically. - Self-disciplined, diligent, proactive, and detail-oriented. - Good time management and organizational skills. - Effectively prioritizes work time to ensure productivity and fulfills department standards for time spent. - Ability to determine situational needs and provide appropriate solutions. - Demonstrated ability to learn and multi-task.
