DESCRIPTION
This position is a Fixed Term Contract for a minimum of 6 months.
Support & Ops Specialist facilitates the flow of information between Amazon Freight and our external customers, proactively resolving any potential issues that impact customer experience and performance delivery. They provide proactive and timely resolution to issues by researching & querying internal tools, making real-time decisions, and communicating effectively with stakeholders (verbally and in writing) to build rapport.
The candidate should be able to communicate at a high standard in both verbal and written forms, using an appropriate tone of voice. They should also be able to recommend process improvements for the benefit of customers and be passionate about driving them to conclusion.
Key job responsibilities
* Proactively monitor customer shipments to identify, address, and prevent potential issues.
* Develop and execute effective service recovery plans as necessary.
* Maintain continual, proactive communication with customers (shippers) and external partners (carriers) to ensure a frictionless customer experience.
* Identify and eliminate root causes of defects to drive efficiency in Amazon Freight operations, escalating problems or variances to Supervisors and Shift Managers.
* Work within various time constraints to meet critical business needs.
A day in the life
A Support & Ops Specialist facilitates the flow of information between Amazon Freight and external customers, proactively resolving potential issues impacting customer experience and performance delivery. They provide timely resolution by researching internal tools, making decisions in real-time, and communicating effectively with stakeholders (verbally and in writing) to build rapport.
About the team
Amazon Freight (AF) is a pioneering B2B start-up within Amazon Transportation Services in Europe. Its start-up nature requires flexibility, adaptability, and a keen understanding of evolving landscapes. This role leads the AF EU Operations Less than Truckload, part of the Pan-European central control center for Amazon Freight's Shipper Support and Transportation Execution. The Less than Truckload team is responsible for planning and scheduling transport orders placed by our customers (Shippers) and providing world-class support throughout their journey.
BASIC QUALIFICATIONS
* Advanced proficiency in both written and verbal English (minimum B2 CEFR)
* Relevant experience communicating with a wide range of stakeholders, including peers and leadership
* Experience working with MS Office suite (Word, Excel, Outlook) in a professional environment
* Experience in analyzing data and creating reports for leadership
PREFERRED QUALIFICATIONS
* Process improvement experience, including techniques like kaizen, gemba, process mapping, and Aces certification
* Experience in a logistical working environment
* Proficiency in verbal and written German
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