Investigation Representative, ROW IB

About the Role

The ROW IB team is seeking a motivated Investigation Representative to manage daily operational activities centrally across Fulfillment Centers. This role involves research and investigation of payment disputes, contributing to operational excellence, system support, and process design within the inbound ecosystem. The Investigation Representative will support virtual investigations while ensuring program standards are met.

Key Responsibilities

• Research workflow and investigation
• Manage the flow of information among stakeholders
• Make accurate, timely day-to-day decisions
• Communicate clearly and professionally at all times
• Provide prompt and efficient service to Amazon customers/partners
• Manage sensitive cases by reporting up the escalation matrix
• Demonstrate excellent time-management skills
• Maintain or exceed targeted performance metrics
• Seek solutions through logical reasoning
• Identify trends to suggest process improvements
• Complete research and investigation in a timely manner within an ambiguous environment using data analysis and other tools
• Facilitate information flow, report progress, and identify blockers & provide resolutions
• Insist on high standards by effective research and identifying gaps and risks in current mechanisms

About The Team

The Rest of World Inbound (ROW IB) team, a vertical of ROW APEX, India Operations, aims to provide a hassle-free and smooth inbounding experience for all sellers and vendors across Amazon fulfillment centers. The team addresses payment disputes and performs rescue operations and contingency management.

Requirements & Tech Stack

• Associate's degree or above, or Master's degree or above
• Experience including strong analytical skills
• Experience including attention to detail
• Experience including effective communication abilities
• Experience managing time efficiently
• Experience meeting personal goals
• Experience working effectively with internal, partner, and customer teams
• Experience in written and oral communication, including the ability to communicate with all levels in the organization (technical, business, executive)

Preferred Qualifications

• Experience with advanced use of SQL for data mining and business intelligence
• Experience in creating process improvements with automation and analysis