Vendor Operations Specialist, Retail DI Vendor Service
Beijing Century Joyo Information Technology Co., Ltd. Chengdu Branch · Chengdu, China · Risk Family
Full-time
About the role
At Amazon, we're working to be the most customer-centric company on Earth. Amazon Global Logistics connects suppliers worldwide to Amazon's fulfillment network, ensuring products reach customers quickly and reliably across US, EU, and international marketplaces.
The Vendor Operations Specialist is part of the Retail Direct Import Vendor Service team and serves as a critical liaison in Amazon's global cross-border supply chain, managing vendor operations across US, EU, and multiple international marketplaces including CA, MX, AU, JP, TR, and MENA. Acting as the first point of contact for all origin vendor inquiries and escalations, the specialist owns recurring operational tasks that keep origin logistics flowing on time.
This position demands comprehensive understanding of Amazon's inbound shipping methods including FOB (Free on Board), FCA (Free Carrier), and DDP (Delivered Duty Paid), each requiring distinct vendor coordination and documentation workflows. Team members must be well versed in the direct import end-to-end process, covering vendor onboarding, purchase order management, booking, shipment coordination, packaging and loading specifications, customs clearance, and final delivery. Critical timeline management is essential, including booking deadlines prior to ship window starts, estimated delivery date accuracy, and shipping label upload requirements before vessel departure.
Beyond reactive case management, the role drives proactive vendor performance engagement, operational standardization, and process improvement. On the standardization side, team members contribute to case handling process design, reason code framework development, and internal knowledge base maintenance. On the analytics and tooling side, they support performance scorecard management, data centralization and visualization, and AI tool development to improve operational efficiency across the global supply chain network.
Key job responsibilities
• Resolve vendor inquiries through internal case management systems across categories including booking guidance, destination tracking, purchase order management, shipping documents, product and trade compliance, shipping order release, origin charges, and labeling requirements, maintaining 100% response rate within 24 hours and 48-hour resolution targets.
• Manage internal tickets from cross-functional Amazon teams on origin logistics topics.
• Navigate booking systems, process shipment exception validations by working with retail teams, and coordinate with compliance teams to facilitate vendors' documentation submission.
• Review chargeback waivers to ensure accuracy and appropriateness while maintaining positive vendor relationships.
• Drive proactive vendor performance engagement including unbooked purchase order tracking, late booking and late delivery root-cause investigation, vendor order confirmation tracking, and shipping label upload compliance monitoring.
• Execute high-volume daily shipment exception approvals, accessorial charge approvals, fulfillment center rejection root-cause analysis, and customs clearance escalation management.
• Deliver structured vendor onboarding training sessions across all regions and manage vendor satisfaction surveys.
• Contribute to operational standardization, including case handling process design, reason code framework development, escalation path definition with priority tiers and response SLAs, batch task intake and lifecycle management, and internal knowledge base maintenance.
• Build and maintain the datasets and reporting behind the metrics the role is responsible for: translate a business need into a data requirement, define how the metric is calculated, and validate the logic before results are published. Investigate data discrepancies end to end, determining whether the cause sits in the analysis, the data refresh, or the underlying data logic, and raise the fix with the data engineering partner teams.
• Use AI and automation tooling to remove recurring manual work in reporting and case handling, and share reusable approaches with the team.
• Prepare inputs for recurring operational reporting, including the weekly business review and monthly initiative and metric reviews, and explain the drivers behind a metric that missed its target.
• Configure and maintain the system settings for operational needs.
A day in the life
You start your morning by reviewing the case queue in the case management system, prioritizing vendor inquiries by urgency and shipment deadlines. You resolve a booking guidance question from an overseas vendor, then follow up on a customs clearance escalation where a container has been held at the destination port. Mid-morning, you process a batch of shipment exception approvals and review several chargeback waiver requests, checking each against policy before making a decision. After lunch, you join a weekly business review preparation call, pulling the latest performance metrics and preparing the root-cause analysis for a metric that missed its target. In the afternoon, you dig into a data discrepancy flagged in the dashboard, trace it back to a refresh timing issue, and raise the fix with the data engineering team. Later, you reach out to a vendor whose purchase orders are approaching the booking deadline, guiding them through the process to avoid late shipment. Before the day ends, you update the knowledge base with a new escalation path you built for a recurring issue type, and share a reusable automation approach with your teammate.
About the team
The Retail Direct Import Vendor Service team is the operational hub for vendor-facing support across Amazon's global cross-border supply chain. We serve as the first point of contact for origin vendor inquiries and escalations across US, EU, and ROW marketplaces, covering thousands of active vendors. Our team handles everything from daily case resolution and vendor performance engagement to customs clearance escalations and recurring batch operations. We value ownership, speed, and continuous improvement, and we are investing in AI tooling and process standardization to scale our operations and raise the bar on service quality. You will be joining a team that moves fast, solves real problems every day, and directly impacts on-time delivery for millions of customers worldwide.
- Experience in Logistics/freight forwarding/Supply Chain industry as a Broker/Customs agent
- Experience in English-language communication skills, both written and verbal
- Experience demonstrating strong analytical abilities and confidence in the use of data
- Experience working proactively and independently, meeting deadlines, and delivering on projects and tasks
- Experience with international trade documentation (commercial invoice, packing list, sea waybill, forwarder's cargo receipt, HTS classification)
- Experience with cross-border shipping processes including customs clearance, trade compliance, and incoterms (FOB, FCA, DDP)
- Experience in vendor training delivery, vendor performance management, or vendor relationship management
- Experience in process standardization, knowledge management, or operational workflow design
- Experience with AI/automation tools or process improvement methodologies
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
The Vendor Operations Specialist is part of the Retail Direct Import Vendor Service team and serves as a critical liaison in Amazon's global cross-border supply chain, managing vendor operations across US, EU, and multiple international marketplaces including CA, MX, AU, JP, TR, and MENA. Acting as the first point of contact for all origin vendor inquiries and escalations, the specialist owns recurring operational tasks that keep origin logistics flowing on time.
This position demands comprehensive understanding of Amazon's inbound shipping methods including FOB (Free on Board), FCA (Free Carrier), and DDP (Delivered Duty Paid), each requiring distinct vendor coordination and documentation workflows. Team members must be well versed in the direct import end-to-end process, covering vendor onboarding, purchase order management, booking, shipment coordination, packaging and loading specifications, customs clearance, and final delivery. Critical timeline management is essential, including booking deadlines prior to ship window starts, estimated delivery date accuracy, and shipping label upload requirements before vessel departure.
Beyond reactive case management, the role drives proactive vendor performance engagement, operational standardization, and process improvement. On the standardization side, team members contribute to case handling process design, reason code framework development, and internal knowledge base maintenance. On the analytics and tooling side, they support performance scorecard management, data centralization and visualization, and AI tool development to improve operational efficiency across the global supply chain network.
Key job responsibilities
• Resolve vendor inquiries through internal case management systems across categories including booking guidance, destination tracking, purchase order management, shipping documents, product and trade compliance, shipping order release, origin charges, and labeling requirements, maintaining 100% response rate within 24 hours and 48-hour resolution targets.
• Manage internal tickets from cross-functional Amazon teams on origin logistics topics.
• Navigate booking systems, process shipment exception validations by working with retail teams, and coordinate with compliance teams to facilitate vendors' documentation submission.
• Review chargeback waivers to ensure accuracy and appropriateness while maintaining positive vendor relationships.
• Drive proactive vendor performance engagement including unbooked purchase order tracking, late booking and late delivery root-cause investigation, vendor order confirmation tracking, and shipping label upload compliance monitoring.
• Execute high-volume daily shipment exception approvals, accessorial charge approvals, fulfillment center rejection root-cause analysis, and customs clearance escalation management.
• Deliver structured vendor onboarding training sessions across all regions and manage vendor satisfaction surveys.
• Contribute to operational standardization, including case handling process design, reason code framework development, escalation path definition with priority tiers and response SLAs, batch task intake and lifecycle management, and internal knowledge base maintenance.
• Build and maintain the datasets and reporting behind the metrics the role is responsible for: translate a business need into a data requirement, define how the metric is calculated, and validate the logic before results are published. Investigate data discrepancies end to end, determining whether the cause sits in the analysis, the data refresh, or the underlying data logic, and raise the fix with the data engineering partner teams.
• Use AI and automation tooling to remove recurring manual work in reporting and case handling, and share reusable approaches with the team.
• Prepare inputs for recurring operational reporting, including the weekly business review and monthly initiative and metric reviews, and explain the drivers behind a metric that missed its target.
• Configure and maintain the system settings for operational needs.
A day in the life
You start your morning by reviewing the case queue in the case management system, prioritizing vendor inquiries by urgency and shipment deadlines. You resolve a booking guidance question from an overseas vendor, then follow up on a customs clearance escalation where a container has been held at the destination port. Mid-morning, you process a batch of shipment exception approvals and review several chargeback waiver requests, checking each against policy before making a decision. After lunch, you join a weekly business review preparation call, pulling the latest performance metrics and preparing the root-cause analysis for a metric that missed its target. In the afternoon, you dig into a data discrepancy flagged in the dashboard, trace it back to a refresh timing issue, and raise the fix with the data engineering team. Later, you reach out to a vendor whose purchase orders are approaching the booking deadline, guiding them through the process to avoid late shipment. Before the day ends, you update the knowledge base with a new escalation path you built for a recurring issue type, and share a reusable automation approach with your teammate.
About the team
The Retail Direct Import Vendor Service team is the operational hub for vendor-facing support across Amazon's global cross-border supply chain. We serve as the first point of contact for origin vendor inquiries and escalations across US, EU, and ROW marketplaces, covering thousands of active vendors. Our team handles everything from daily case resolution and vendor performance engagement to customs clearance escalations and recurring batch operations. We value ownership, speed, and continuous improvement, and we are investing in AI tooling and process standardization to scale our operations and raise the bar on service quality. You will be joining a team that moves fast, solves real problems every day, and directly impacts on-time delivery for millions of customers worldwide.
Basic qualifications
- Bachelor's degree or equivalent- Experience in Logistics/freight forwarding/Supply Chain industry as a Broker/Customs agent
- Experience in English-language communication skills, both written and verbal
- Experience demonstrating strong analytical abilities and confidence in the use of data
- Experience working proactively and independently, meeting deadlines, and delivering on projects and tasks
Preferred qualifications
- Experience with case management systems, vendor management platforms, or booking management systems in a logistics environment- Experience with international trade documentation (commercial invoice, packing list, sea waybill, forwarder's cargo receipt, HTS classification)
- Experience with cross-border shipping processes including customs clearance, trade compliance, and incoterms (FOB, FCA, DDP)
- Experience in vendor training delivery, vendor performance management, or vendor relationship management
- Experience in process standardization, knowledge management, or operational workflow design
- Experience with AI/automation tools or process improvement methodologies
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.