Customer Care Executive - US Process

Job description

Customer Support Executive E-Commerce (US Process) **Company:** Waaree Energies Limited **Division:** E-Commerce Role Overview - **Department:** E-Commerce (International / US Operations) - **Reporting To:** Head of E-Commerce / E-Commerce Operations Manager - **Location:** Mumbai / Surat (On-site) - **Shift Timings:** US Time Zones (Night Shifts EST/PST) - **Employment Type:** Full-Time, Permanent - **Experience:** 37 Years (International/US Process experience required) **Company & Role Summary** Waaree Energies Limited is India's largest solar PV module manufacturer, with a rapidly expanding global footprint. Our international E-Commerce division operates across Amazon US, Walmart Marketplace, and our D2C storefront, making customer support a critical pillar of online brand trust and marketplace health in the North American market. The Customer Support Executive serves as the frontline owner of all post-purchase interactions for our US customer base. You will manage customer complaints end-to-end, handle marketplace escalations (including A-to-Z and safety claims), coordinate with US-based 3PL warehouses and logistics teams, and maintain Waaree's seller health metrics within strict policy benchmarks. This high-ownership role requires a balance of empathy, American cultural nuance, process discipline, and international marketplace expertise. **Key Responsibilities** 1. Amazon US Customer Complaint Management - **SLA Compliance:** Monitor and respond to all US customer messages via Amazon Seller Central within the 24-hour response SLA, ensuring alignment with US business hours. - **Reputation Management:** Handle negative product reviews, Order Defect Rate (ODR) items, and buyer feedback disputes. Draft professional, empathetic responses with impeccable American English tailored to Amazon's guidelines. - **Issue Resolution:** Coordinate with US-based warehouses and 3PL partners to resolve delivery delays, wrong shipments, and damaged goods. - **Root Cause Analysis:** Proactively track pending complaints until closure and flag repeat patterns (e.g., transit damage, packaging issues) to the international operations team. 2. Amazon Safety & A-to-Z Guarantee Claims - **Safety Claims:** Identify and escalate product safety complaints (e.g., electrical hazards). Raise formal claims on Seller Central with complete documentation, coordinate with QA teams, and ensure responses meet US compliance and Amazon standards. - **A-to-Z Claims:** Monitor the dashboard daily, investigate order histories, and respond within the required 3-day window with complete evidence packages. - **Disputes & Metrics:** Dispute invalid claims using courier Proof of Delivery (POD) and buyer communications. Maintain the A-to-Z claim rate strictly below Amazon's 1% threshold to protect international selling privileges. - **Reporting:** Prepare monthly A-to-Z analysis reports identifying root causes and recommending preventive actions. Work with finance to process legitimate refunds in USD. 3. Walmart & D2C Customer Complaint Handling - **Issue Resolution:** Manage all queries, return requests, refund disputes, and quality complaints on Walmart Seller Center and the D2C channel within prescribed SLAs. - **Logistics Coordination:** Manage reverse logistics for approved returns, handling RMAs (Return Merchandise Authorizations) and coordinating with US fulfillment centers to receive inventory within timelines. - **Seller Health:** Track and maintain Walmart Seller Performance metrics by resolving complaints prior to escalation. Liaise with marketplace seller support for platform-level intervention. 4. Cross-Platform Support & US Logistics Operations - **Unified Tracking:** Maintain a unified complaint tracker across all US channels (Amazon, Walmart, D2C) using internal tools. - **Courier Escalations:** Coordinate with US logistics partners (e.g., UPS, FedEx, USPS, or 3PL freight carriers) to manage TAT breaches, customs clearance delays, and lost shipments. - **Order Processing:** Process replacement orders and credit notes per approved international return policies. - **Operations Reviews:** Participate in weekly meetings to present complaint volume trends, resolution rates, and timezone-specific operational bottlenecks. **Qualifications & Experience** Minimum Requirements - **Education:** Bachelor's degree in Commerce, Business Administration, Communications, or a related field. - **Experience:** 3–4 years in customer support, with at least 2 years exclusively handling US or international clients in an eCommerce/BPO/KPO environment. - **Language:** Native-level proficiency in written and spoken American English. - **Platform Expertise:** Hands-on experience with Amazon Seller Central (US Marketplace) is mandatory. **Preferred Qualifications** - Prior experience handling A-to-Z claims, safety claims, or marketplace escalations on Amazon US or Walmart. - Familiarity with international Order Management Systems (OMS) or global shipping software (e.g., ShipStation). - Experience in technically complex product categories (solar, electrical, consumer durables). - Willingness to work permanent night shifts to align with US operating hours (EST/CST/PST). **Skills & Competencies** Technical Skills - **Amazon Seller Central:** Advanced proficiency in Buyer-Seller Messaging, Managing Returns, A-to-Z Claims, and Safety Complaints for the US region. - **MS Excel:** Intermediate proficiency (complaint trackers, pivot tables, basic data analysis). - **Business Communication:** Exceptional written communication; ability to draft policy-compliant marketplace responses that resonate with North American consumers. - **Enterprise Systems:** Experience with SAP, international helpdesk tools (e.g., Zendesk, Freshdesk), or similar platforms. **Behavioural Competencies** - **Cultural Adaptability:** Deep understanding of US customer expectations, tone, and service standards. - **Customer Empathy