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Return Operations Account Manager

Amazon.com


Location:
Seattle, WA 98104
Date:
10/23/2020
2020-10-232021-02-05
Categories:
  • Sales / Business Development
  • Business
  • Management
  • Engineering
  • Marketing
  • Retail / Wholesale
  • Administrative / Clerical
Amazon.com
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Job Details

DESCRIPTION

About Lab126:
Amazon Lab126 is an inventive San Francisco Bay Area research and development company that designs and engineers high-profile consumer electronic devices. Lab126 began in 2004 as a subsidiary of Amazon.com, Inc. We design and engineer devices like Fire tablets, Kindle e-readers, Amazon Fire TV, Amazon Echo, and more. Our office headquarters in Sunnyvale, California houses our Hardware, Software and Operations teams, with partner teams in Cupertino, Irvine, Seattle, Boston, and Austin.

The Role:
Amazon€™s mission is to be Earth€™s most customer-centric company. This mission unites Amazonians across teams and geographies as we strive to delight our customers and make their lives easier, one innovative product, service, and idea at a time. Customers are not only able to purchase our devices on Amazon.com, but also offline at certain resellers. Our team builds best in class return services that streamline reverse channels for consumer electronics in the offline space. We are looking for a leader who is capable of solving complex problems for the benefit of our reseller customers worldwide. Return Operations Account Managers support the Amazon Devices Reverse Logistics (ADRL) team with return operations and the account management of Amazon Digital Devices and Ring resellers.

Key responsibilities include:
· Developing and maintaining service offerings that the sales team and account managers (AMs) can use to on-board new resellers, managing Return Merchandise Authorizations (RMAs), and executing returns processing functions.
· Managing relationships with and between Sales, AMs, Operations, and Finance teams and developing strategies to to drive returns process improvements.
· Proactively monitoring accounts (performance of RMAs, returns, credits, overall account health, customer experience, metrics, etc.) to identify and provide feedback on any issues that may impact the business, customers, or stakeholders.
· Working across all relevant cross-functional teams to guarantee effective communication, implementation, and execution of objectives to ensure the highest level of customer experience.
· Interacting directly with resellers (in collaboration with AMs) to problem solve account issues related to return requests and RMAs.
· Partnering with the on-site Operations team and Return Centers to ensure accurate and consistent execution of physical returns.
· Being a focal point for returns exception handling and escalation. Work with various stakeholders (AMs, Operations, and Finance) to arrive at the best path forward.
· Engaging with other stakeholders and impacted teams to form technical and functional documentation for processes.
· Collaborating with tech teams to develop systematic solutions to support our customers and growing business.
· Participating in New Product Introduction (NPI) meetings to ensure the reseller business is represented and supported by our engineering and operations teams for new product launches.
· Collecting data on existing processes, analyze it to uncover inefficiencies, and define project opportunities for improvements in the process area.

BASIC QUALIFICATIONS

· Bachelor€™s degree in Business Administration €“ Management, Marketing, Supply Chain Management or related field
· 3+ years of relevant work experience in program management, sales/account management, retail/sales operations, or supply chain for a consumer electronics company
· 3+ years of experience leading and executing cross-functional projects and programs with tight deadlines
· Proficient with Excel

PREFERRED QUALIFICATIONS

· Proven ability to lead and influence peers and cross-functional teams on complex projects or initiatives.
· Builds solid relationships with peers across the organization to drive collaboration and facilitate agreement among stakeholders with different interests.
· Success advocating for customers and working backwards from customer needs to deliver results.
· Excellent planner and problem solver who is proactive and quick to react. Will work with a team of operational experts that bring a €œcan do€ attitude every day to work.
· Analytical approach to problem solving and a track record of driving results through continuous improvement.
· Exceptional written and verbal communication skills.
· Proficient with Salesforce CRM and/or Tableau is a plus.

Lab126 is part of the Amazon.com, Inc. group of companies and is an Equal Opportunity-Affirmative Action Employer €“ Minority/Female/Disability/Veteran/Gender Identity/Sexual Orientation.

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