Amazon is seeking a Customer Support Specialist, Amazon Transportation for the Shipping Support team. This is an exciting opportunity to join a new emerging business in transportation.
We are a startup team looking for a Customer Support Specialist who has entrepreneurial knowledge and analytical experience to help create and lead our US services and support strategy.
We are reinventing the approach to serving this industry and looking for a Customer Support Specialist who can partner with Commercial teams, Operations, Product Management, and Tech as we challenge the status quo and invent on behalf of our customers.
As a Customer Support Specialist, you will work in a dynamic, versatile, and complex space that links our customers, our business and our support partner teams together, holding a high bar with regard to customer obsession.
We are seeking a Customer Support Specialist who has experience as a customer obsessed individual with high attention to detail and delivering results to ensure an optimal experience for our customers.
In this role, the Customer Support Specialist will leverage customer feedback and insights to drive continuous improvement, drive contact reduction whilst serving a variety of customer support items to positive resolution.
Key job responsibilities
Determine and implement effective customer solutions quickly, both directly and through stakeholders (Commercial, Product Management, Tech, Operations) at all levels
Identify and analyze data, including First Contact Resolution, Expressed Dissatisfaction Rate, and Contacts per Shipment to isolate issues, develop solutions and prioritize opportunities for improving customer experience
Plan and manage multiple parallel customer requests; create, maintain and disseminate information to stakeholders and senior management
Be a visible and vocal role model across the wider business for Amazon’s customer-centric culture, championing the customer’s needs and using data and technology to anticipate and exceed them
We are open to hiring candidates to work out of one of the following locations :
Bellevue, WA, USA
BASIC QUALIFICATIONS
- 3+ years of program or project management experience
- Experience using data and metrics to determine and drive improvements
- Experience working cross functionally with tech and non-tech teams
- 3+ years Customer Support experience
PREFERRED QUALIFICATIONS
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
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