Amazon Customer Service and Operations Specialist

About us
We are BTS Brands
Do you want to work for a company that offers a diverse range of products and opportunities for growth? Look no further than our company. We have been sellers on Amazon since 2018 and own 2 brands in the travel and beauty industries.

As we continue to grow and expand our business, we seek passionate, dedicated individuals to join our team. We believe in fostering a positive and supportive work environment, where everyone can grow and thrive. We offer competitive compensation, opportunities for advancement, and a chance to work with a passionate team.
If you are looking for a new opportunity to grow and work with a company that is dedicated to excellence, we encourage you to apply for a position with our team today.

Job title: Amazon Customer Service and Operations Specialist
Salary: $500-$600 depending on experience
Schedule: Full-time (45h/week)

Job Description:
We are seeking a dedicated and detail-oriented Amazon Customer Service and Operations Specialist. The successful candidate will manage all aspects of customer support, product listing integrity, review management, deal creation, and compliance for our Amazon storefront, with a particular emphasis on complex products. The specialist will also collaborate with internal teams and external stakeholders to ensure high standards of customer service and operational efficiency.

Responsibilities:
1. Case Management: Open and manage cases with Amazon Seller Support for various reasons including, but not limited to, updating incorrect product attributes, addressing Bindwise alerts, validating ASIN attributes, seeking reimbursement for damaged items, and addressing non-compliant negative reviews.
2. Customer Service: Respond to customer emails, Amazon messages, and listing queries in a timely manner. Also reach out to customers via Google Voice/WhatsApp to address negative reviews or other concerns.
3. Review Management and Issue Resolution: Monitor new customer reviews, maintain a record of negative reviews, and reach out to customers to address their concerns. Also, initiate refund or replacement processes as necessary and keep a record of valuable feedback for product improvement.
4. Deal Creation and Management: Create and review upcoming Best and Lightning deals, verify deal profitability, schedule deals in Google Calendar, and manage the Top Deals submission process.
5. Seller Feedback and Customer Support: Request the removal of negative seller feedback and reach out to customers to resolve issues related to their feedback.
6. Compliance and Reporting: Monitor Bindwise alerts and seller violation alerts, report competitors’ violations, and prepare letters of compliance or appeal as necessary.
7. General Tasks: Post and respond to product-related questions, review WeChat conversations with the manufacturer, and perform any other tasks that arise from time to time.
8. Any other tasks that may arise on a regular or from time-to-time basis.

Qualifications Needed:
• Excellent customer service skills and ability to empathize with customers.
• Proficiency in using Amazon Seller Central, Google Voice, WhatsApp, Slack, and Excel.
• Strong knowledge of Amazon’s policies, rules, and regulations.
• Detail-oriented with strong organizational skills.
• Strong analytical skills and ability to work with data.
• Good written communication skills.
• Ability to prioritize tasks according to urgency and importance.
• Ability to work independently and in a team.

The position offers an opportunity to work in a dynamic environment where you can make a significant impact. If you are passionate about delivering a world-class customer experience and love diving deep to solve complex problems, we would love to hear from you.