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Support & Ops Specialist EN+DE, Amazon Freight EU, Coalville
Client: Amazon UK Services Ltd.
Location:
Job Category: Customer Service
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EU work permit required: Yes
Job Reference:
e73df870cac4
Job Views:
3
Posted:
08.05.2025
Expiry Date:
22.06.2025
Job Description:
The Support & Ops Specialist facilitates the flow of information between Amazon Freight and our external customers, proactively resolving potential issues affecting customer experience and performance. They provide timely resolutions by researching internal tools, making real-time decisions, and communicating effectively with stakeholders (verbally and in writing) to build rapport.
The candidate should communicate at 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
* Proactively monitor customer shipments to identify, address, and prevent issues.
* Develop and implement effective service recovery plans as needed.
* Maintain continuous, proactive communication with customers (shippers) and external partners (carriers) to ensure a smooth customer experience.
* Identify and eliminate root causes of defects to improve 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
The Support & Ops Specialist manages information flow between Amazon Freight and external customers, resolving issues proactively through research, decision-making, and effective stakeholder communication.
About the team
Amazon Freight (AF) is a pioneering B2B startup within Amazon Transportation Services in Europe. This role leads the AF EU Operations Less than Truckload, part of the central control center for Amazon Freight's Shipper Support and Transportation Execution. The team plans and schedules transport orders, providing top-tier support throughout the customer journey.
BASIC QUALIFICATIONS
* Advanced proficiency in English and German (minimum B2 CEFR)
* Experience communicating with diverse stakeholders, including peers and leadership
* Proficiency with MS Office (Word, Excel, Outlook)
* Experience analyzing data and creating reports for leadership
PREFERRED QUALIFICATIONS
* Process improvement experience (e.g., kaizen, gemba, process mapping, Aces certification)
* Experience in logistics environments
* Knowledge of SQL and databases in a business context
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