Episode #7 - Ex-Amazonian interview! How Fulfillment Center's Think about Vendors. Playbooks & Candid Tales from a Former Insider, where AI is today in Amazon support... and more!
Sep 11, 2023
auto_awesome
Former Amazonian Fahad Jami shares insights on Amazon's efficiency and process. Topics include challenges with Amazon's feedback, selling on multiple online marketplaces, advantages and challenges of selling on Amazon, and anticipated issues with AI implementation.
Clear and effective communication backed by data and metrics is key to resolving problems with Amazon.
Collaboration between Amazon and vendors in identifying and addressing defects is crucial for maintaining quality control.
Deep dives
Fahad Jami's Background and Experience at Amazon and Walmart
Fahad Jami shares his background of working at Amazon as an operational manager in the fulfillment center, where he focused on maintaining quality control and ensuring timely shipments to customers. He also highlights his experience in logistics and transportation, understanding how packages move and the constraints facilities face. He later transitioned to working at Zillow and discusses the similarities between the real estate industry and the retail industry in the early 2000s.
The Challenges of Communication and Understanding Amazon's Structure
Fahad Jami explains the challenges of communication and understanding the structure at Amazon, particularly from a seller or vendor perspective. He mentions the difficulties of getting a hold of the right team or person who can provide accurate information and address issues effectively. He highlights the checklist-based and metrics-driven culture at Amazon, where employees are measured based on efficiency and performance. Fahad also suggests that clear and effective communication with Amazon, backed by data and metrics, can be the key to resolving problems.
Quality Control and Defect Management at Amazon
Fahad Jami discusses the importance of maintaining quality control at Amazon and how it impacts the customer experience. He provides examples of common defects, such as broken sets or wrong labels, and explains how these issues are identified, reported, and traced back to their source. Fahad emphasizes the collaboration between Amazon and vendors in identifying and addressing defects, as well as the significance of providing feedback to improve processes and ensure the supply of high-quality products.
Challenges of Dealing with Amazon As a Seller
Fahad Jami highlights the challenges faced by sellers when dealing with Amazon, particularly when it comes to resolving issues or disputes. He acknowledges the frustrations of sellers in trying to communicate with the right department or team within Amazon and receiving canned or repetitive responses. Fahad recommends providing comprehensive information and documentation to support claims and escalate cases effectively. He also notes that understanding the specific metrics and processes that Amazon considers can be helpful in resolving disputes.
Interview with Fahad Jami: Former Amazonian. Senior Program Manager - Growth Strategy & Operations for Amazon FC's.
It was great to sit down with Fahad and talk shop. The perspective inside Amazon was great for all vendors to hear! Amazon is all about efficiency and process.