Account & Customer Care Manager – Amazon Supplement Brand

About the role

Concepta is seeking an Account & Customer Care Manager to oversee Amazon accounts for its supplement brands. The role ensures account health, compliance, and excellent customer service across Amazon, Shopify and email channels.

Key responsibilities

• Monitor Account Health, Performance Notifications and Case Log daily, triaging risks before suspensions.
• Prepare and submit appeals, disputes and Plans of Action to reinstate accounts and ASINs.
• Recover suppressed or stranded ASINs, fix variations and create new listings, including Vine enrollment.
• Run bulk catalog updates, variations and category work via flat files and maintain content trackers.
• Upload images, A+ Content and copy (title, bullets, description, backend keywords) in line with Amazon policies.
• Request, audit and attach compliance documents (invoices, COA, GMP, FDA registration, SDS, authorization letters) to cases.
• Handle customer inquiries across Amazon Buyer‑Seller Messages, Shopify and email within SLAs, covering orders, returns, refunds, chargebacks, complaints and reviews.
• Log and tag every request, escalate non‑standard cases and turn returns and Voice of Customer data into insights for product and brand teams.
• Oversee pricing health, Buy Box readiness and configure coupons, Deals and Prime Exclusive Discounts.
• Manage Brand Registry settings, user roles, trademark registrations and combat hijackers or unauthorized sellers.
• Track Amazon policy updates, run content A/B tests and deliver weekly reports on open cases and deadlines.

Required profile

• 3+ years of hands‑on Amazon account management experience.
• Advanced command of Seller Central (Account Health, Performance Notifications, Case Log, Brand Registry).
• Deep understanding of Amazon compliance policies, algorithms, category restrictions and listing rules.
• Proven ability to draft effective appeals, disputes and Plans of Action for account and ASIN reinstatements.
• Experience creating and escalating cases in Seller Support and Brand Registry Support.
• Ability to review and audit compliance documentation and coordinate with supply‑chain teams.
• Advanced execution of bulk updates, error handling, product categorisation and variant creation using flat files.

Required skills

• Amazon Seller Central
• Amazon Brand Registry
• Flat‑file catalog updates
• Amazon A+ Content creation
• Amazon SEO
• Compliance documentation audit (invoices, COA, GMP, FDA, SDS)