Team Leader - Amazon Seller Central Customer Service OTD Feedback Claims Role purpose Lead a customer experience and operations support pod to handle Buyer-Seller Messaging returns refunds feedback management A-to-Z SAFE-T INR claims and cross-functional escalations while improving On-Time Delivery OTD and Seller Performance metrics through data-driven SOPs and coaching Key responsibilities Customer service leadership Own daily ticket queues across buyer messages returns refunds and order exceptions with strict SLAs and quality standards Act as escalation point ensure first-contact resolution and accurate policy application in responses and case documentation Feedback management Monitor Feedback Manager dispute non-compliant feedback reduce negative feedback rate and drive proactive remediation with clear playbooks Claims and escalations Prepare evidence and POAs for A-to-Z SAFE-T INR and FBA reimbursement claims run appeal workflows and maintain high win rates OTD ownership Track OTD by carrier lane and ship method drive RCAs for misses and implement fixes with warehouse and last-mile partners SOPs audits and coaching Maintain SOPs for tickets feedback claims and OTD exceptions conduct weekly audits and 1 1 coaching based on quality gaps Cross-functional coordination Partner with fulfillment carriers listings content finance and account health teams to resolve systemic defects affecting CX and OTD Reporting and governance Publish WBR MBR on SLAs OTD feedback and claims outcomes drive action items to closure with owners and timelines Required experience 3-6 years in Amazon Seller Central operations with 1-3 years leading CS support teams handling escalations feedback and claims Demonstrated OTD improvement using KPI dashboards lane analysis carrier reviews and SOP process changes Strong policy knowledge across returns refunds feedback removal criteria A-to-Z SAFE-T documentation standards Skills and competencies Marketplace expertise Seller Central workflows Buyer-Seller Messages Feedback Manager Returns Refunds Claims Account Health Analytical rigor Excel Sheets and dashboard familiarity comfort with OTD metrics SLA adherence queue and backlog management Leadership Real-time floor management shift planning performance coaching and root-cause problem solving under pressure Communication Clear written responses persuasive escalations and crisp stakeholder updates bias for ownership and customer obsession KPIs OTD Rate on-time deliveries total deliveries x 100 segmented by carrier lane promise class Ticket SLAs First response time average handle time resolution time first-contact resolution rate escalation aging Feedback health Negative feedback rate removal success rate average time-to-remediation Claims outcomes A-to-Z rate SECURE-T approval rate documentation quality score appeal turnaround time Tools and processes Seller Central modules Buyer-Seller Messaging Feedback Manager Returns Refunds Claims Account Health SOPs for each workflow Education and certification Bachelor s degree preferred CS leadership or analytics are a plus Work conditions Shift-based leadership with weekend holiday coverage as needed Job Type Full-time Pay 20 000 00 - 40 000 00 per month Benefits Provident Fund Work Location In person

📌 Customer Service Team Leader (Maharashtra)
🏢 ICC worldWide
📍 Maharashtra