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 an appropriate tone. 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 needed.
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 Amazon Freight operations, escalating problems to Supervisors and Shift Managers as necessary.
5. Work within various time constraints to meet critical business needs.
A day in the life
A Support & Ops Specialist facilitates information flow between Amazon Freight and external customers, resolving potential issues proactively. They provide timely solutions by researching internal tools, making decisions in real-time, and communicating effectively with stakeholders 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 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 team plans and schedules transport orders and provides support throughout the customer journey.
Minimum qualifications
* Advanced proficiency in English and German (minimum B2 CEFR)
* Experience communicating with diverse stakeholders, including peers and leadership
* Experience working with MS Office (Word, Excel, Outlook)
* Experience analyzing data and creating reports for leadership
Preferred qualifications
* Knowledge of process improvement techniques (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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