Cases Specialist; Talent pool

Remote:
Eastern Europe. Salary: USD $ based on experience. Industry: E-commerce, Amazon Marketplace.

The Cases Specialist manages all Amazon Seller Support case communications on behalf of client accounts, serving as the primary liaison between sellers and Amazon's support ecosystem. This role is critical in resolving operational issues that directly impact account performance, from inventory discrepancies and listing errors to reimbursement claims and policy disputes. The Cases Specialist must be persistent, detail-oriented, and highly skilled in navigating Amazon's support systems to achieve successful case resolutions.

• Open, manage, and follow up on Amazon Seller Support cases across multiple client accounts.
• Handle a wide range of case types including inventory reconciliation, FBA reimbursements, listing reinstatements, shipment discrepancies, and account issues.
• Write clear and effective case communications to Amazon Seller Support, escalating as needed to achieve resolution.
• Track all open cases in an internal case management system, ensuring timely follow-up and closure.
• Identify patterns in recurring issues and communicate findings to account managers and operations leads.
• Submit and manage FBA reimbursement claims for lost, damaged, or miscounted inventory.
• Coordinate with listing and account health teams to resolve cross-functional issues that require case support.
• Maintain detailed logs of case history, resolutions, and recoveries for client reporting.
• Stay up to date with Amazon's policies and support processes to ensure cases are handled in the most effective way.
• Provide clients and internal teams with updates on case status and expected resolution timelines.

• 3 years of experience working with Amazon Seller Central, with a focus on case management.
• Strong written communication skills, with the ability to write professional, clear, and effective case submissions.
• Familiarity with Amazon FBA processes, including shipments, inventory management, and reimbursements.
• Ability to manage a high volume of open cases simultaneously across multiple accounts.
• High attention to detail and strong organizational skills.
• Persistence and problem-solving mindset when dealing with complex or escalated issues.
• Proficiency in tracking tools and spreadsheets for case documentation.
• Excellent written and verbal communication skills in English.
• Reliable internet connection and a quiet, professional environment for work.
• Availability to work US time zones.
• Comfortable working as an independent contractor.

• Experience using FBA reimbursement tools such as GETIDA or Helium 10 Refund Genie.
• Familiarity with Amazon Vendor Central case management processes.
• Experience with Amazon Brand Registry and IP-related case submissions.
• Background in ecommerce operations or account management.
• Experience working in a managed services or agency environment.
• Knowledge of Amazon's escalation paths and internal support structures.