Operations
Your command center for seller-fulfilled workflows, phone handling, and seamless customer experiences.
Operations Enablement
Explore ready-to-run SOPs, return protocols, and escalation playbooks built for the Alliance Chemical support and fulfillment team.
Real-time updates mirrored from Seller Central policy changesTag @Ops in Slack to propose changes
Quick Navigation
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Phone SOP
Master the intake script, routing logic, and CRM capture standards that keep the phone queue responsive.
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Returns FAQ
Amazon seller-fulfilled return rules, refund flows, and reimbursement actions—condensed into an actionable checklist.
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Core Principles
Customer Communication
- Fast & friendly — respond promptly with a positive tone
- Capture everything — log all caller details in CRM
- Warm transfers — introduce the caller before handing off
Process Consistency
- Follow the script — consistent greeting and information gathering
- Route correctly — use the routing map to direct calls efficiently
- Document thoroughly — after-call notes with clear next actions
Navigate using the cards above or the sidebar for detailed SOPs.