Remote Assistant Account Manager

Remote Assistant Account Manager (Amazon/Ecommerce) Online Seller Consulting (OSC) partners with e-commerce businesses to scale online sales profitably. Amazon is our primary focus, with select support for Walmart. OSC delivers customized strategies, hands-on execution, and honest partnership to ensure seamless implementation and rapid adaptation. OSC is part of Hometown Industries, a distribution and 3PL company that also buys inventory upfront, identifies revenue opportunities, and applies technology to accelerate global e-commerce expansion. Role Description The Assistant Account Manager is a hands-on operator with a primary focus on case management—owning Amazon Seller Support/Brand Registry tickets end-to-end, drafting persuasive appeals/POAs, and driving durable resolutions for catalog, policy, and operational issues. The role also supports listing creation and updates (often via bulk files), variation adds, promotions (coupons/sales), FBA reimbursements, account health follow-ups, inventory updates, suppression fixes, CRM task execution, and preparation of client reports in partnership with the Account Manager. Key Responsibilities All work is assigned via Zoho CRM by an Account Manager (AM). You will not be expected to hunt for work or self-scope projects. Each task includes scope, priority, due date/SLA, and supporting notes/docs. You execute, keep notes current, and close out in CRM. Case Management (≈60% of role) Own the full lifecycle of assigned Seller Support/Brand Registry/Account Health issues: open, diagnose, escalate, and close with durable fixes across catalog, policy, and operational problems. Write persuasive cases & manage appeals (POAs): Determine when an appeal is needed based on the task brief; draft and submit Plans of Action (Root Cause → Corrective Actions → Preventive Actions) to the correct queue (Account Health, Brand Registry, Notice Dispute, Catalog, Reimbursements). Cite policies and evidence (relevant help/policy pages, style guides, flat-file logs, shipment docs, invoices/receipts ≤365 days, brand/GS1 docs, packaging/UPC imagery, prior case IDs/timestamps). Use the appropriate escalation path (Account Health → Captive → executive escalation; Brand Registry for IP/brand authority; Catalog for attribute locks; Reimbursements for fee/dim disputes). Track rigorously in Zoho CRM: Log/maintain each assigned case as a Task linked to the Account with: Case/Appeal ID, ASINs/SKUs, issue type, owner, open date, next action, due date/SLA, last contact, escalation step, and resolution notes. Add concise Account Notes (status, decisions, outcomes) and attach key files/screenshots. Status communication: deliver short updates to AMs/clients (what’s blocked, what’s next, ETA/risk); escalate early when impact is material. SLA discipline: follow proactive follow-ups (typically 24–48 hours or per task), document outcomes immediately in Zoho Tasks/Account Notes, and keep stakeholders current. Assignment clarity: Account Managers log exactly which cases need to be created (issue type, ASINs, target outcome, context). You execute end-to-end and report back in CRM. FBA reimbursements: submit/track assigned reimbursement tasks (lost/damaged, fee/dimension changes) with proper documentation. Other Weekly/Monthly client reports: prepare and deliver per templates/instructions. Catalog & content execution: upload images, titles, bullets, A+/Brand Story assets, backend search terms. Suppression/“listing not updating” fixes: resolve image/title/browse node/compliance flags. Promotions: set up coupons, deals, sales, and promotions as requested by the AM. Inventory support: update inventory settings and assist with stranded/sidelined inventory clean-up. CRM hygiene: execute all assigned tasks, keep ticket notes clean/timely/organized, and mark complete when done. Collaboration: partner with Account Managers on day-to-day ops and special projects—only as assigned. Requirements 1–3+ years working inside Amazon Seller Central (case management, listing ops, or account health). Hands-on bulk/flat-file experience (templates, browse nodes, variations, attribute troubleshooting). Strong written communication (concise, persuasive, and policy-aware case writing). Detail-oriented, persistent follow-through; excellent task/priority/time management. Brand Registry and/or Vendor Central familiarity. Tools You'll Use Seller Central, Brand Registry, flat-file templates, Google Workspace (Sheets/Docs/Slides), Zoho CRM, Helium 10, Sellerboard and brand-provided asset libraries. (Experience with Walmart is a plus.) #J-18808-Ljbffr