Executive/Sr Executive/AM

KEY RESPONSIBILITIES
1. Amazon Customer Complaint Management

• SLA & Policy Adherence: Monitor and resolve all customer messages via Amazon Seller Central within the mandatory 24-hour response SLA.
• Reputation & Feedback Control: Address negative product reviews, Order Defect Rate (ODR) spikes, and buyer feedback disputes following Amazon policy guidelines to safeguard seller metrics and brand health.
• Cross-Functional Resolution: Collaborate with logistics and warehouse teams to resolve delivery delays, transit damages, and mis-shipments.
• Escalation & Tracking: Maintain daily internal complaint trackers to ensure end-to-end resolution; flag recurring issues (e.g., return frauds, recurring transit damage) for root cause analysis.

2. Amazon Safety Claims

• Safety Protocol Execution: Identify, log, and escalate safety-related incidentssuch as electrical hazards, missing safety compliance, or physical damage—reported via customer channels.
• Documentation & Filing: Prepare and file formal safety claims on Amazon Seller Central, attaching evidence packages (buyer logs, photos, order data, QA reports).
• Listing & Account Protection: Partner with QA and Product teams to investigate incidents and submit response packages within Amazon’s required deadlines to prevent listing suppressions.
• Audit Readiness: Maintain an up-to-date Safety Claims Register detailing incident timelines, resolution status, and platform correspondence.

3. Amazon A-to-Z Guarantee Claims

• Dashboard Monitoring: Track the A-to-Z claim dashboard daily for real-time visibility and rapid intervention.
• Evidence & Dispute Management: Investigate incoming claims by cross-referencing tracking data, courier Proof of Delivery (POD), and message logs; submit structured rebuttals within 3 calendar days.
• Financial & Metric Reconciliation: Coordinate with finance for valid refund processing while maintaining the account's A-to-Z Claim Rate strictly below the $1%$ threshold.
• Reporting: Generate monthly root-cause analysis reports on claim trends and present preventive action plans to management.

4. Flipkart Customer Complaint Handling

• Resolution Portal Management: Manage post-order queries, quality grievances, and escalations on Flipkart Seller Hub within prescribed platform SLAs.
• Reverse Logistics & RTOs: Coordinate reverse logistics for approved returns, resolve Return-to-Origin (RTO) disputes, and audit Non-Delivery Reports (NDRs) to minimize platform penalties.
• Account Health Maintenance: Drive complaint resolutions to safeguard Flipkart Seller Ratings (Quality, Cancellation, and Return rates).
• Platform Liaising: Work directly with Flipkart Seller Support for high-priority tickets requiring platform-level intervention.

5. Cross-Platform Operations & Escalations

• Centralized Tracking: Maintain a consolidated complaint log across Amazon, Flipkart, and D2C channels utilizing Unicommerce, SAP SD, or Excel trackers.
• 3PL & Courier Coordination: Partner with courier partners to resolve SLA breaches, lost shipments, and transit disputes.
• Returns & Replacements: Authorize replacement orders and process credit notes in line with company refund policies and audit guidelines.
• D2C & B2B Escalations: Oversee post-order communication and query resolution for bulk/B2B customer requests on shop.waaree.com.
• Performance Reviews: Present weekly analytical reports on complaint trends, resolution turn-around times (TAT), and SLA performance in operations reviews.

QUALIFICATIONS & EXPERIENCE
Minimum Qualifications

• Education: Bachelor’s degree in Commerce, Business Administration, Supply Chain Management, or a related discipline.
• Experience: 3–4 years of dedicated customer support or operations experience within an e-commerce, D2C, or marketplace setup.
• Technical Skills: Direct hands-on experience managing Amazon Seller Central and Flipkart Seller Hub operations is required.
• Platform Tools: Familiarity with ERP/OMS platforms (Unicommerce, SAP SD) and advanced Excel functionality is preferred.