Seller Operations Specialist, Seller OperationsAmazon Global Logistics in China is a team of highly experienced logistics professionals actively participating in Amazon's international expansion goals. Our team is responsible for providing FBA Sellers with a one-stop shop for international transportation services, offering end-to-end supply chain solutions for our customers. We are seeking a highly motivated leader with a strong background in Logistics, Operations, and Service to join us as the leader for seller service experiences.Key Job ResponsibilitiesAct as a role model to develop and manage projects with strong deliverables for seller shipment issues escalated from the front-end team.Dive deep into seller escalations to identify service and process opportunities for improvement.Collaborate with Destination partner teams to focus on escalation resolution and process improvement throughout the escalation journey.Initiate process changes and update SOPs in collaboration with Sales, Operations, and destination partners.Manage operational issues by developing, tracking, and analyzing key escalation performance metrics.Engage with stakeholders to address pain points, reduce shipment defects, non-compliance, and drive continuous improvements.Serve as the primary interface with cross-functional teams for new projects, products, and system launches.Represent the voice of the sellers by providing feedback to improve performance and seller experience.Provide regular performance metrics reports focusing on seller contact and escalation experiences.Establish mechanisms for Call Center management and support structure for functional excellence.Minimum QualificationsFluent in Mandarin and English, with strong verbal and written communication skills.Extensive experience in managing operations and customer service teams within Logistics.Understanding of legal, commercial frameworks, and E2E operations across logistics products including Ocean freight, Customs Documentation, import/export, international trade, and trade compliance.At least 5 years of experience in freight forwarding, focusing on Customer Service, Operations, or Key Account management.Self-motivated and able to manage multiple work streams simultaneously.Strong influencing skills for effective communication and negotiation with business partners.Ability to convey urgency, drive issues to closure, and work effectively under pressure.Excellent communication, proactive attitude, and problem-solving skills.Proven project management skills with experience in designing solutions and leading projects to success.Preferred QualificationsAdvanced degree in Engineering, Logistics, Supply Chain, Transportation, or related fields.Experience in managing Customer Service, Operations, and Projects.Experience in cross-border e-commerce logistics.Certifications in Quality, Six Sigma, or Lean methodologies.Proven track record in leading cross-functional projects and managing company-wide programs.Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need workplace accommodations during the application and hiring process, please visit this link for more information. If your country or region isn't listed, please contact your Recruiting Partner.
#J-18808-Ljbffr