Job ID: 2975870 | Amazon UK Services Ltd.
Support & Ops Specialist facilitates the flow of information between Amazon Freight and our external customers, proactively resolving potential issues that impact customer experience and performance delivery. They provide timely resolutions by researching internal tools, making real-time decisions, and communicating effectively with stakeholders (verbal and written) to build rapport.
The candidate should communicate to a high standard in both verbal and written forms, using appropriate tone of voice. They should also be able to recommend process improvements for customer benefit and drive them to completion.
Key job responsibilities
1. Proactively monitor customer shipments to identify, address, and prevent potential issues.
2. Develop and execute effective service recovery plans as necessary.
3. Maintain continual, proactive communication with customers (shippers) and external partners (carriers) to ensure a smooth customer experience.
4. Identify and eliminate root causes of defects to improve efficiency in Amazon Freight operations, escalating problems or variances to Supervisors and Shift Managers.
5. 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 our external customers, proactively resolving potential issues that impact customer experience and performance delivery. They provide timely resolutions by researching internal tools, making real-time decisions, and communicating effectively with stakeholders (verbal and written) to build rapport.
About the team
Amazon Freight (AF) is a pioneering B2B start-up within Amazon Transportation Services in Europe. It 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 plans and schedules transport orders and provides world-class support at each step.
BASIC QUALIFICATIONS
* Advanced proficiency in both written and verbal English and German (Minimum B2 CEFR).
* Experience communicating with diverse stakeholders, including peers and leadership.
* Experience with MS Office (Word, Excel, Outlook) in a professional environment.
* Experience analyzing data and creating reports for leadership.
PREFERRED QUALIFICATIONS
* Process improvement experience (e.g., kaizen, gemba, process mapping, Aces certification).
* Experience in a logistical environment.
* Experience using SQL and databases in a business context.
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