3P Seller Support, External Fulfillment

Amazon Mexico Central Support Team Role

Location: Periférico Blvrd Manuel Ávila Camacho 261, Polanco, Lomas de Chapultepec III Secc, Miguel Hidalgo, 11510 Ciudad de México.

Hours: Monday to Friday 08:00 to 18:00 hours

In Amazon we work to be the most customer-focused company in the world, where you can find and discover anything you want to buy online. The "External Fulfillment" programs are initiatives in which Amazon works with different suppliers/sellers to ship product from external warehouses to Amazon.

The three roles of the operations team are:

• The on-site support team (Field Support Team – FST), responsible for aligning operations through physical audits (the candidate must be comfortable visiting a variety of sellers' warehouses as required).
• The central support team (Central Support Team – CST), managing medium operations, following up on specific cases through daily monitoring and remote conversations with the sellers.
• The "Back-end" team (Hands off the Wheel – HOTW), focused on standard processes and automation, as well as offering reactive follow-up of indicators through very limited contacts with the sellers.

This role is in the Central Support Team (CST) that follows up on indicators and standard processes to help those same external suppliers/sellers have a smooth experience when selling on Amazon. The role also works with internal and external points of contact in the company being the intermediary between Amazon and our business partners.

The position identifies operational errors and predicts implications with the provided information. It analyzes to find root causes and helps suppliers/sellers to prevent and control the detected issues, effective communication with suppliers, as well as directing escalations when necessary is important. This role is usually in constant movement, especially in Mexico City and its metropolitan area.

Key job responsibilities:

• Monitor the performance of a variety of sites that will be assigned, propose and implement improvements.
• Analyze data from different sources, identify relevant data and present it to take actions.
• Predict implications based on data and its trend.
• Be organized and precise to notify and update any relevant situation.
• Be the contact point between internal and external customers, keeping in mind the objectives and limits in communication according to the privacy of information.
• Train and direct the different operations of the sellers to take action and comply with the norms.
• Find root causes of operational problems.
• Create and follow up on operational indicators, generate proposals for new automation methodologies.
• Effective communication skills, organized and emotional intelligence to deal with a variety of suppliers and internal customers.