SPOC

In Amazon’s retail and operational structure, a SPOC is assigned to streamline interactions between multiple stakeholders - whether that’s between vendors and Vendor Managers, sellers and account representatives, or cross-functional internal teams.

The purpose of having a SPOC is to eliminate communication fragmentation and provide a clear escalation and ownership path for all operational, financial, or strategic topics.

Roles and Responsibilities of a SPOC:

• Primary communication channel: Acts as the main contact for all inquiries, requests, and escalations.
• Issue coordination: Consolidates information from various internal teams (e.g., supply chain, finance, retail).
• Action tracking: Ensures tasks, requests, and SLAs are followed through and completed.
• Strategic alignment: Communicates priorities, key metrics, and performance goals between both sides.
• Crisis management: Handles urgent or high-impact issues, coordinating fast resolution.

Where SPOCs Are Commonly Assigned:Benefits for Amazon:

• Operational clarity: Reduces overlapping communication from multiple teams.
• Faster issue resolution: Ensures accountability for follow-ups and escalations.
• Vendor satisfaction: Builds stronger and more structured relationships.

Benefits for Vendors and Sellers:

• Single communication channel: Simplifies interactions with Amazon’s complex structure.
• Consistency: Avoids conflicting messages from different departments.
• Efficiency: Saves time in resolving operational or financial issues.
• Strategic continuity: Keeps business goals aligned and performance metrics transparent.

Example:
A large electronics vendor works with multiple Amazon teams - logistics, retail, and finance.
Their assigned AVS Brand Specialist acts as the SPOC, coordinating all discussions, tracking KPIs, and escalating any shipment delays or payment issues through the correct channels.

Why It Matters:
Having a Single Point of Contact (SPOC) improves communication flow, accountability, and relationship management.
It ensures that important updates or escalations don’t get lost across teams and that vendors have a clear, reliable connection point within Amazon.

In short:
SPOC (Single Point of Contact) is a dedicated individual or team serving as the main communication channel between Amazon and its partners - ensuring efficient coordination, accountability, and relationship management.