Team Lead, CST, IN External Fulfillment

About the Role

• Job Summary: The Team Lead (Central Support Team) is expected to support the daily operations of sellers, including daily metrics monitoring, triggering on field support to sellers and audits, stakeholder management, within and outside of Amazon, rolling out of new processes, and running central control centres.
• The job requires someone who has a larger picture of customer experience in mind and a high willingness to take ownership.
• The job requires a person who has skills in identifying patterns and any disruptions in it along with ability to scrutinize details and foresee the implications of the data.
• We have a 5-day work week but given the 7 days a week operation, the 2 scheduled days off will vary based on shift patterns and business needs.
• Roles and

Job Details

Experience: with Microsoft Office products and applications

Experience: with Excel - 2+ years of customer-facing environment, warehousing, logistics or manufacturing experience Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Responsibilities

· Monitor efficient functioning of the assigned seller flex sites via call, emails and by coordination with field executives · Liaise between field executives/sellers and various internal and external agencies for efficient and timely execution of operations · Respond to associate queries on real time basis providing education to associates with the goal of achieving first contact resolution and excellent seller experience · Drive opportunities for efficiency through daily floor observations · Serve as the first point of contact for any seller escalations and ANDON cases · Conduct weekly audit on seller cases/ associate activities for performance on quality scorecard and provide coaching to improve performance · Demonstrate excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures · Liaise with partner teams for contingency management and holiday planning · Devise and deploy SOP's, analyze data, and propose features and processes, which focus on improving the Seller experience · Coordinate with other departments such as seller support, Business team and program team for faster issue resolution · Creation of monthly node level distribution, roster management to execute daily staffing plans · Create various sets of daily, weekly and monthly business reports Key job responsibilities Roles and

· Monitor efficient functioning of the assigned seller flex sites via call, emails and by coordination with field executives · Liaise between field executives/sellers and various internal and external agencies for efficient and timely execution of operations ·Respond to associate queries on real time basis providing education to associates with the goal of achieving first contact resolution and excellent seller experience · Drive opportunities for efficiency through daily floor observations · Serve as the first point of contact for any seller escalations and ANDON cases · Conduct weekly audit on seller cases/ associate activities for performance on quality scorecard and provide coaching to improve performance · Demonstrate excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures · Liaise with partner teams for contingency management and holiday planning · Devise and deploy SOP's, analyze data, and propose features and processes, which focus on improving the Seller experience · Coordinate with other departments such as seller support, Business team and program team for faster issue resolution · Creation of monthly node level distribution, roster management to execute daily staffing plans · Create various sets of daily, weekly and monthly business reports - 1+ years of customer-facing environment, warehousing, logistics or manufacturing experience - Bachelor's degree - Speak, write, and read fluently in English