We are seeking a detail-oriented and analytical E-commerce Case Management Specialist to manage, investigate, and resolve marketplace cases—primarily focused on Amazon FBA reimbursements, returns, discrepancies, and escalations. This role requires strong judgment, excellent documentation skills, and the ability to prioritize high-impact issues in a fast-paced, data-driven e-commerce environment.
- Manage and resolve ecommerce cases across marketplaces (primarily Amazon Seller Central, with possible exposure to Walmart, Shopify, and SellerCloud).
- File, track, follow up, and escalate Amazon FBA reimbursement cases, including:
- Wrong item returned
- Lost or damaged inventory
- Customer abuse
- Missing returns
- Evaluate case eligibility and ROI before pursuing disputes.
- Draft clear, concise, and policy-aligned case communications to maximize approval rates.
- Review Amazon reports (Returns, Reimbursements, Settlements, Inventory Adjustments).
- Verify accuracy of reimbursements and identify discrepancies.
- Maintain accurate tracking of cases, outcomes, and financial impact using spreadsheets or internal tools.
- Identify recurring data issues and recommend preventative controls.
- Identify recurring issues in returns, reimbursements, or workflows.
- Propose and implement process improvements to reduce errors, case volume, or revenue loss.
- Follow SOPs while proactively suggesting updates based on real-world findings.
- Handle multiple active cases simultaneously while meeting SLAs and deadlines.
- Prioritize cases based on financial impact, urgency, and likelihood of success.
- Maintain accuracy and consistency in repetitive, detail-heavy tasks.
- Communicate case status, blockers, and outcomes clearly with internal teams.
- Participate professionally in remote meetings with camera on when required.
- Provide regular updates via trackers, dashboards, or reports.
- 2+ years of hands-on experience in ecommerce operations or case management.
- Direct experience with Amazon Seller Central, especially FBA cases.
- Strong understanding of:
- Amazon returns and reimbursement workflows
- Evidence requirements and case types
- Amazon policy-driven decision-making
- Proficiency in Google Workspace (Gmail, Google Sheets).
- High attention to detail with strong analytical and problem-solving skills.
- Ability to work independently in a remote environment.
- Experience with SellerCloud or similar multichannel tools.
- Experience managing high-volume case queues.
- Familiarity with Walmart Seller Center or Shopify Admin.
- Proven track record of successful reimbursement recovery.
- Experience creating or improving SOPs.