Transparency represents an incredible opportunity to raise retail industry standards around authenticity, product transparency, and supply chain tracking. Transparency is a strategic new software-as-a-service launched by Amazon for the global consumer goods industry. We are focused on building a global service which allows consumer brands and consumers to trace the origin of items throughout the supply chain ensuring only authentic items enter the supply chain. The Transparency service is focused on preventing the receipt and sale of counterfeit goods both online and offline. Our customers include individual consumer brands who sell both on and off of Amazon direct and through a network of direct and third-party sellers. We are looking to hire a strong, customer obsessed individual who will provide tier 2 support to customers of the Transparency program (i.e. brands) when the tier 1 support team is unable to resolve operations issues. This role will require the candidate to would work closely with Transparency business development and product teams and other internal Amazon operations teams (fulfillment center operations and seller support operations). This is a relatively new business area for Amazon and this role will present a unique opportunity to help lay the foundations of a scalable operations for a potentially large business for Amazon Your Responsibilities include: - Act as tier 2 support and help investigate and resolve complex operational issues that cannot be resolved by tier 1 support - Help identify improvements to SOPs used by tier 1 support groups - Own initiatives for training other operations associates - Identify and own programs for improvement of operational performance
- Strong customer obsession - 3+ years in a customer service role in a b2b setting - Experience in Training operations teams and drafting Standard operating processes - Exceptional interpersonal and communication skills, both written and verbal - Bachelor's degree required. - Data analysis, problem solving and project management skills.
- Experience in supply chain management or manufacturing operations - Experience in 6 sigma process improvement methodologies.