Seller Operations Specialist, Seller Operations
Amazon 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 Responsibilities
* Act 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 Qualifications
* Fluent 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 Qualifications
* Advanced 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.
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