Customer Service Specialist / CSR

The Customer Service Specialist II works under general supervision and follows company and department policies and procedures to independently manage buyer messages, product reviews, negative feedback remediation, and return and refund coordination across an assigned book of client accounts, ensuring a positive and compliant buyer experience on the Amazon platform. Acts as subject matter expert (SME) or Trainual content owner for one specialized Customer Service function, providing guidance to peers.

Key Responsibilities

• Through the use of company and department practices and procedures, independently manages buyer-seller messaging across an assigned book of client accounts
• Owns end-to-end negative feedback and product review remediation workflows, including submission, follow-up, and escalation to Amazon when required
• Coordinates return and refund decisions directly with brand management
• Synthesizes trends (defect patterns, listing accuracy gaps, image/copy mismatches) and hands them off on a regular cadence to the Listing and Case Specialist teams
• Identifies buyer complaints rooted in FBA issues (damaged inventory, wrong item shipped) and routes them to the FBA Resolution team with proper documentation
• Utilizes structured escalation paths with Amazon for complex buyer-seller disputes
• Acts as an SME or Trainual content owner for at least one Customer Service function (e.g., feedback removal, A-to-z claim prevention, returns)
• Provides guidance to Customer Service Specialist I peers on day-to-day casework
• Leverages external resources such as blogs, LinkedIn, and seller forums to stay current on Amazon buyer-side policy changes
• Maintains or exceeds department-established performance standards
• Other duties as assigned

Requirements

• 2-3 years of customer support or customer resolution experience, preferably within an eCommerce setting
• Demonstrates a strong understanding of business, procedures, and specialized functions;
• Strong written and verbal communication skills with the ability to de-escalate buyer situations
• Detail-oriented with a proactive approach to resolving buyer concerns
• Strong ability to analyze data related to buyer complaints and review trends

Preferred Qualifications

• Hands-on experience with Amazon Seller Central buyer-seller messaging, Feedback Manager, and Voice of the Customer dashboards
• Experience with A-to-z claim responses and chargeback documentation
• Prior experience owning a Customer Service book of work in an agency or multi-brand environment

Key Competencies (Rubric-Aligned)

• Execution & Accuracy: Independently delivers high-quality work across a full book of business
• Communication: Strong buyer-facing and cross-team communication; clear escalation write-ups
• Judgment: Applies good judgment to non-standard cases; chooses correct escalation path
• SME Depth: Owns one Customer Service function end-to-end; keeps Trainual current
• Collaboration: Provides peer guidance; contributes meaningfully to cross-functional goals