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DESCRIPTION

Amazon has spent years building one of the world’s most efficient and optimized supply chains. Amazon Warehousing and Distribution (AWD) is building on that foundation with a bulk storage and distribution service for FBA sellers and innovating towards creating an integrated supply chain offering that can bring sellers' products from factory floor to customer doors seamlessly.

Investigation specialists are expert communicators and problem solvers obsessed with Customer success. They have a passion for proficiency, and efficiently navigate formal and informal channels to advocate on the Customer’s behalf. They take full ownership of their functional issues and offer high quality solutions and they are the champion for proactive improvements. The Sr. Investigation Specialists are technically competent, self-motivated individuals with the objective to deliver sustainable results that improve the customer experience. Ideal applicants will have experience in STAR investigations. All candidates must be capable of succeeding in a fast-paced team environment with minimal supervision.

Key job responsibilities
• Act as a point of escalation for outstanding issues, questions, and concerns to Amazon Sellers in a contact center environment.
• Maintain a positive and professional demeanor always portraying the company in a positive light while effectively managing critical issues.
• Liaise with other departments as required to resolve Seller issues and questions.
• Provide prompt and efficient education and service to AWD Sellers including appropriate escalation of Sellers' issues.
• Identify proactive documentation of operational procedures required to tackle known recurring issues
• Contribute to a positive team environment and proactively aid team members with difficult contacts as needed.
• Actively seek solutions through logical reasoning and data interpretation skills and identify trends to appropriate channel including improvement suggestions.
• Demonstrate time-management skills and the ability to work without assistance while using departmental resources, policies and procedures.