ICQA Escalation Specialist

Responsibilities

1. Act as the link between Customer Service and the ICQA and Operations team
2. Contribute to solve operation issues to avoid impact on Customers and prevent future reoccurrence
3. Support Customer Service requests related to stuck shipments, customer complaints, catalogue errors and process issues
4. Perform Concession researches, analysis and escalations
5. Conduct special research and deep dives, identify trends and generate reports that drive actions
6. Support other Escalation Specialists as required
7. Assist in ensuring successful area performance by analysis and reporting on business performance
8. Research free replacements daily and provide detailed analysis of the errors
9. Apply Amazon policies and guidelines related to ES role and general processes
10. Support and work in the department as required
11. Fully understand workflow and daily production goals

Desired Candidate Profile

1. Expert in Microsoft Excel, VBA, SQL, and other databases
2. Ability of having developed tools, data collection processes, and data management systems
3. Ability to handle multiple, competing tasks in a deadline-driven environment