LMIR Specialist (Dutch) [Seasonal], Last Mile Incident Response (LMIR)

Acting Temporary Position : Incident Response Specialist

This is an acting (temporary) position, unique to the customer service organization within Amazon. Acting roles are temporary positions deemed necessary to meet a business need within the organization. The position may last up to six months, but may end sooner. At the end of this acting assignment, the employee will revert back to their regular role and pre-assignment schedule.

Are you passionate about helping people during times of need and solving problems for customers? Do you excel at managing complex situations? If you answered yes, this may be the role for you. Shipping & Delivery Support (SDS) is a customer service organization dedicated to creating world-class support for all Amazon Logistics customer segments. The Last Mile Incident Response team (LMIR) is looking for incident response specialists (LMIR-S). LMIR provides incident support and resolution assistance to drivers delivering packages, customers receiving them, and community members involved in incidents. The number one priority for this role is to provide a comprehensive resolution to affected individuals when an incident occurs.

The role will require you to :

• Take calls and manage live events with incidents and multiple people involved (drivers, recipients, community members, local authorities, media, etc.)
• Provide proper course of action to customers to guarantee their safety
• Remain calm & empathetic at all times, and adhere to policies in order to deescalate the incident guaranteeing safety and resolution for our customers
• Collaborate and coordinate response with other stakeholders (local authorities, delivery stations, customer service teams, etc.)
• Identify if the incident can escalate into a crisis and request additional support from crisis management teams
• Be proficient in multitasking with different tools (case management, event management, claims, etc.)
• Document all information required to provide a resolution and relay it to involved stakeholders

The LMIR specialist must have complete ownership of incident management until resolution. The candidate must also have a proven record of effective incident management. The LMIR specialist will handle all types of on-road incidents impacting package deliveries such as mechanical (vehicle collisions, malfunctions, etc.), injuries (accidents, attacks, etc.), violence (threats, assaults, altercations, etc.), damages to property, amongst others. The candidate must be able to function authoritatively with ambiguous or incomplete information, and provide instructions to people under considerable stress or panic.