Amazon Case Manager

Job Title: Amazon Product Researcher

Working Days: Monday to Friday
Shift Timings: EST Time zone

Job Description:
The Amazon Case Manager will be responsible for handling and resolving a wide range of Amazon cases, including chargeback claims, policy compliance issues, account-related matters, A-to-Z claims, and negative feedback. The ideal candidate will have extensive experience navigating Amazon Seller Central, a strong understanding of Amazon’s policies, and the ability to work across multiple marketplaces, including but not limited to the US, CA, MX, UK, EU, AU, NZ, Middle East, and Southeast Asia. This role requires exceptional analytical skills, keen attention to detail, and the ability to communicate effectively with both internal teams and Amazon support representatives.

Key Responsibilities:
- Oversee and manage all Amazon cases related to chargeback claims, account performance, policy compliance, A-to-Z claims, and negative feedback.
- Investigate and analyze the root causes of account issues and disputes, gathering necessary data and documentation to support resolution efforts.
- Work collaboratively with internal departments such as Customer Service, Operations, and Finance to ensure accurate information is provided in case resolutions.
- Communicate with Amazon Seller Support and escalate complex issues as needed to ensure timely and effective resolutions.
- Develop and implement proactive strategies to prevent recurring account issues and enhance overall account health.
- Maintain detailed records of case statuses, resolution steps, and follow-up actions to track trends and identify improvement areas.
- Stay updated on Amazon’s ever-evolving policies, procedures, and compliance requirements to ensure adherence and best practices.

Qualifications & Requirements:
- A minimum of 3+ years of experience in e-commerce, focusing on Amazon case management and dispute resolution.
- In-depth knowledge of Amazon’s policies and procedures, including chargeback claims, A-to-Z claims, seller performance metrics, and policy compliance.
- Strong analytical and problem-solving skills with the ability to interpret data and identify patterns.
- Excellent written and verbal communication skills, with the ability to engage effectively with internal teams and external stakeholders.
- High attention to detail and exceptional organizational skills, with the ability to prioritize multiple tasks in a fast-paced environment.
- Experience working with Amazon Seller Central across multiple marketplaces (US, CA, MX, UK, EU, AU, NZ, Middle East, Southeast Asia) is highly preferred.
- Proficiency in Microsoft Office, Google Workspace, and case management tools.