Support & Ops Specialist, Amazon Freight Operations (Back End Nights)
Job ID: 2886285 | Amazon UK Services Ltd.
Back-End nights position, Wed-Sat night shift.
Providing excellent service every time is part of our mission to become the world’s most customer-centric company. As a Support & Ops Specialist, you exemplify our Customer Service Mission Statement by using operational expertise to assist the UK network with technical skills, process improvement initiatives, and customer escalations.
This position is office-based, with the flexibility to work remotely up to two days per week in line with Amazon’s current flexible work guidance. Amazon encourages open communication about unique needs for flexible arrangements.
Key job responsibilities
1. Listen closely to customers; understand, paraphrase, and prioritize customer needs before providing appropriate solutions.
2. Communicate with customers using verbal and written communication methods, ensuring accuracy and concision.
3. Utilize conflict resolution and decision-making skills as applicable to customers, demonstrating highly effective listening skills and patience.
4. Be aware of and adhere to applicable company policies when dealing with customer interactions.
5. Facilitate flow of information between Amazon Freight and our external customers, proactively resolving any potential issues that impact customer experience and performance delivery.
6. Maintain knowledge of resources and operational procedures.
7. Collaborate with team members to strive for continuous improvement.
8. Work independently on projects or tasks to identify and resolve issues.
A day in the life
A Support & Ops Specialist facilitates flow of information between Amazon Freight and our external customers, proactively resolving any potential issues that impact customer experience and performance delivery. A Support & Ops Specialist provides proactive and timely resolution to any issue in hand by researching & querying internal tools, taking real-time decisions, and having effective communication with stakeholders (verbal and written) that builds rapport.
About the team
Amazon couldn’t deliver at pace without the Amazon Transportation Service (ATS) team. As part of ATS, you’ll be welcomed into a diverse team that plays a central role in our success. Using air, sea, and road transport, as well as sortation centres equipped with the latest technology, you’ll help Amazon’s transport run at maximum efficiency. Our team captures data and uses it to drive decisions. They are key to making Amazon more innovative and efficient. We put safety first as our people are our priority. And we use the expertise of our people to get packages to their destination – quickly, conveniently, and sustainably.
BASIC QUALIFICATIONS
1. Advanced proficiency in both written and verbal English (Minimum B2 Common European Framework of Reference, CEFR).
2. Relevant experience of communicating with a wide range of stakeholders, including peers and leadership.
3. Experience working with the MS Office suite (Word, Excel, Outlook) in a professional environment.
4. Relevant experience in analysing data and creating reports for leadership.
PREFERRED QUALIFICATIONS
1. Preferred qualifications are not required to apply for a position at Amazon. If you have all the basic qualifications above, we’d love to hear from you.
2. Relevant experience of process improvement techniques including but not limited to kaizen, gemba, process mapping, and Aces certification.
3. Relevant experience in a logistical working environment.
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify, and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use, and transfer the personal data of our candidates.
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
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.
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