Full Job Description
This position is responsible for the operation of a department. An individual in this position will be expected to perform additional job-related responsibilities and duties as assigned and/or necessary.
About the Job
The term partner refers to our suppliers, category specialists, and/or sellers who are selling products on our marketplace platform. Our Partner Support Specialists are responsible for working daily with our partners to assist with, and improve, catalog selection which ultimately contributes to customer's shopping/experiences. In Partner Support, we do this by being available to assist partners with a variety of product/catalog/onboarding/account related issues, i.e., SKU/variant issues, payment research, policy compliance, poor margin issues, unpublished reasons, and much, much more:
What does a Partner/Seller Support Specialist do?
An individual must be able to successfully perform the essential functions of this position with or without a reasonable accommodation.
Resolves seller issues through multiple channels (phone, chat, email, etc.) by responding to the tier 1-3 inquiries and escalated issues by providing subject matter expertise; taking appropriate resolution actions or advising peer associates on actions to be taken; assisting peer agents' inquiry actions to determine if additional support is needed; researching issues and seller history to provide appropriate resolution; managing the inflow of complex contact issues for sellers by ensuring investigation of issues and full resolution options; recognizing trends in issues and contact types; communicating or escalating issues to contact center management, training and quality team, or appropriate teams; and partnering with key stakeholders as required to resolve issues
Identifies and communicates trends from seller feedback by collecting the required data; ensuring accuracy of data; analyzing data and comparing with the current and best practices for contact center operations.
Leads themselves, as well as peer team members as needed, by managing ownership of your allocation of work; providing guidance to seller queries and escalated issues; and adjusting daily work assignments as needed to meet business needs.
Develops, communicates, and implements processes and practices to meet business needs by collaborating with managers, co-workers, sellers, and other business partners; analyzing and applying information from multiple sources; monitoring progress and results; and identifying and addressing improvement opportunities.
Demonstrates, promotes, and supports compliance with company policies, procedures, and standards of ethics and integrity by explaining, guiding, and demonstrating how to apply these in executing business processes and practices; implementing related action plans; using the Open Door Policy; and assisting management with correcting ethical and compliance issues and problems.
Leads and participates in teams by using and sharing resources, information, and tools; determining seller needs and business priorities; coordinating and executing work assignments; providing advice, feedback, and support to ensure timelines and work quality are achieved; and modeling and helping others with how to adapt to change or new challenges.
Partner/Seller Support Specialist Competencies :
An individual must be proficient in each of the competencies listed below to successfully perform the responsibilities of this position.
Seller/Member Centered: Satisfy the Seller/Member - Uses information and feedback to determine seller/member expectations. Works with others to exceed seller/member expectations. Seeks out ways to improve seller/member service. Teaches others how to find and use resources to respond to seller/member requests.
Planning and Improvement: Plan for and Improve Team Performance - Plans work based on business priorities and explains to others what is needed to get work done. Identifies and oversees the tasks needed to reach goals. Looks for and suggests ways to improve performance and results.
Influence and Communicate: Communicate and Promote Commitment - Gives the information needed to gain support for ideas or plans. Builds trusting relationships and works with others to reach goals. Shares clear priorities and work practices with others. Prepares written work that is accurate and complete. Communicates in a respectful and professional manner.
Adaptability: Adapt to Requirements - Adapts to changing demands and business needs. Encourages and embraces change, even when others hesitate. Builds the knowledge and skills to handle challenges and tasks. Sets an example for others when implementing changes (for example, readily carries out improvement efforts, handles change-related issues). Shows support for, commitment to, and trust in changes.
Judgment: Make Informed Choices - Makes timely and effective decisions, even when information is not clear. Identifies and uses policies, procedures, and guides to make the right choices. Uses resources, data, tools, and facts to set priorities and make informed decisions. Identifies what might be a problem and corrects it or clearly describes it to those who can correct it.
Execution and Results: Oversee Work and Get Results - Makes sure work is completed to expectations. Executes plans and manages own and others' time so that priorities are met. Gives others the support and information they need to get results. Organizes tasks and makes sure they are completed on time.
Ethics and Compliance: Oversee Performance to Ethical Standards - Clearly explains policies and procedures and teaches others how to act in accordance with them. Guides associates on how to use the highest standards of integrity and ethics in their work. Helps managers find and correct ethical and legal problems. Treats all associates fairly and with respect.
Talent: Provide Information and Feedback - Guides and teaches associates on how to perform their work. Assigns tasks to associates and provides the tools they need to carry them out. Gives clear, constructive feedback on performance to associates and leaders. Recognizes associates for their positive contributions. Shows concern for associates and is available to meet with them. Looks for and follows up on developmental opportunities.
Partner/Seller Support Specialist Minimum Qualifications :
1 year's experience in retail operations, contact center operations, or a related area.