Compliance Account Manager

1 month ago

Shanghai, Shanghai, China Amazon (Shanghai) International Trading Company Limited Full time

About the Role

As a Compliance Account Manager at Amazon (Shanghai) International Trading Company Limited, you will be responsible for providing prompt, efficient, and sufficient service to Amazon Selling Partners, including the appropriate escalation of Selling Partners' issues. You will also be responsible for evangelizing on Compliance requirements, Amazon programs, and products through effective, clear, and professional written and verbal communication via Amazon-approved Selling Partners-facing communication channels.

Key Responsibilities

  • Provide prompt, efficient, and sufficient service to Amazon Selling Partners, including the appropriate escalation of Selling Partners' issues.
  • Evangelize on Compliance requirements, Amazon programs, and products through effective, clear, and professional written and verbal communication via Amazon-approved Selling Partners-facing communication channels.
  • Maintain a positive and professional demeanor, always portraying the company in a positive light and effectively managing sensitive issues.
  • Actively seek solutions through logical reasoning and data interpretation skills and identify trends to spot for opportunities and blockers, report and escalate to appropriate owners, and provide improvement suggestions.
  • Demonstrate excellent time-management skills and the ability to work independently with good prioritization while using departmental resources, policies, and procedures.
  • Maintain high performance metrics such as quality, productivity, and program goals.
  • Liaise with other departments, such as Selling Partners Support, Merchant Investigations, or Global teams, as required to resolve Selling Partners' issues and questions.

Requirements

  • 3+ years of experience in customer engagement, project management, and/or operations.
  • Experience within a customer service environment.
  • Ability to think creatively, deal with ambiguity, and manage changing priorities.
  • Technical (Internet & AI) savvy is required.
  • Enthusiasm and strong self-motivation.
  • Excellent time management skill with a high degree of flexibility, able to work independently for multitask with good prioritization.
  • Demonstrate appropriate sense of urgency for contact response time in the face of variable workflow.
  • Demonstrate effective communication, composure, and professional attitude.
  • Exemplary performance record, particularly with regard to quality and productivity.
  • Required excellent skill-sets include MS Office Applications (e.g. Excel). Basic knowledge of SQL/VBA/Tableau.
  • Proficient in both English and Chinese verbal and written communication.
  • Good data analytical skill.
  • Strong ownership and possess a solid 'can-do' attitude.

Preferred Qualifications

  • Business acumen in areas of Global e-commerce and retail.
  • Committed customer advocate, drive process & tool improvements.
  • Success in managing dynamic account portfolios.
  • Experience in strategy planning, consulting, or marketing.
  • Data analysis experience (one of SQL/Python/R/Spark skill).
  • Ability to dive into ambiguous cases and sort out solution.
  • Work with partners to drive adoption (e.g., of product/feature/promotion) and implement solutions.
  • Experience with cross-border e-commerce compliance on product/trade/environmental compliance, and/or global tax/European Value Added Tax (VAT) a plus.

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