ECommerce Customer Service Representative

Summary

Act as liaison between the Sales, Supply Chain, Customer Service, Marketing and other relevant departments in service to Amazon.com.  Assist with resolution of internal Amazon issues in conjunction with E-Commerce. Develop working relationship with key broker contacts. Be curious – have the ability to think about the “what if’s” while keeping up with Amazon’s changes today and their potential implications for tomorrow. Will appreciate how E-Commerce fits into the overall business strategies i.e. small today but strategically vital for the future, keeping in step with the overall company priorities.

Primary Objectives:

• Be the key point of contact for Customer Service, Marketing and Operations issues impacting E-Commerce
• Assist broker with issue resolution internally at Wholesome
• Work with broker to file cases on behalf of Wholesome with Amazon for issue resolution when necessary
• Take necessary action on all of Amazon’s auto-generated emails, working with Sales Manager and Amazon broker
• Review Wholesome Amazon catalog and GTIN library regularly to ensure no errors and work with the Sales Manager on any necessary revisions
• Continually identify and propose improvement of processes to optimize Amazon business
• As needed, lead strategic cross-functional projects to optimize Amazon management effectiveness, thru communicating expectations, collaborating with appropriate business partners and driving results.
• Work cross functionally to develop programs that drive the growth of Amazon business
• Serve as an ambassador or coach for all things “Amazon” within the company.
• Be the key communication link between the brand/marketing team, operations, customer service and sales on all aspects of the account relationship and brand management to ensure flawless execution
• Ensure excellent execution and thorough communication with Supply Chain on customer promotions and custom programs.

Leadership Skills Required

• Takes ownership and responsibility for actions, behaviors and contributions.
• Has strong ability to inspire and motivate self and others.
• Exhibits strong skills in problem solving and a commitment to achieving results 
• Collaborative and has the ability to identify and raise issues to appropriate parties
• Possesses ability to manage multiple projects and timelines, reprioritizing as needed   
• Navigates projects and issue resolution utilizing excellent oral and written communication
• Be an motivated and creative trouble-shooter,
• Maintain a high level of organization and commitment to follow through 

Key Skills

• Be able to “connect the dots” across customer service, marketing, operations and sales landscapes to effectively serve Amazon and it’s unique business model
• Possess the ability to excel in a highly cross functional and collaborative environment
• Exhibit problem solving skills, strong collaborative and relationship-building skills
• Be a highly motivated individual who is interested in new challenges, comfortable with a rapidly changing business landscape and willing to continually evolve knowledge and understanding of the E-Commerce channel.
• Have a proven track record of meeting established deadlines and a keen sense of urgency in this fast-paced sales channel
• Communicate internally and externally in an open, honest, and authentic way.
• Have a strong attention to detail with an “all-over-it” attitude 

Qualifications:

• College degree
• 1-2 years of relevant analytical job experience
• Strong knowledge of Amazon

Supervision Required:

Requires independent judgement, good time management skills, and ability to prioritize with minimal supervision.

Physical Demands:

Ability to stand, walk, sit, talk and listen. Use of hands to grasp, handle, pick-up and type. Reach with hands and arms. Ability to climb, balance and lift up to 25 pounds.