Amazon Logistics Specialist

hace 2 semanas

Barcelona, Barcelona, España Engineeringuk A tiempo completo
Job Title: Amazon Logistics Specialist

Join Amazon's Logistics team and be part of a dynamic and innovative organization that is revolutionizing the way goods are delivered to customers.

About the Role

We are seeking a highly skilled and experienced Amazon Logistics Specialist to join our team in the EU Last Mile Trust and Safety Team. As a key member of our operations team, you will be responsible for managing escalations across Europe, monitoring and auditing third-party performance, and ensuring compliance with Amazon's procedures and SLAs.

Key Responsibilities
  • Manage escalations across Europe in partnership with our third-party provider and internal business teams, meeting the expected quality and SLAs
  • Monitor and audit third-party performance in resolving customer escalations and identifying where any misses may have occurred;
  • Ensure the third-party provider is compliant with Amazon's procedures and SLAs while achieving quality and performance metrics;
  • Contribute to process improvement initiatives and support colleagues to increase quality and productivity;
  • Escalate unresolved issues, unclear processes and guidelines to the Management Team and work continuously to improve customer satisfaction;
  • Provide feedback and information about new emerging issues from customers to the Management Team;
  • Leverage team knowledge to help resolve recurring customer/third-party provider issues
  • Communicate with both internal and external customers and stakeholders, by adjusting the communication style to the audience;
  • Display a positive attitude and optimism at work and proactively encourages the same in others: easily gains trust and support of the wider organization
Requirements
  • Advanced proficiency in English, Italian and French language in both written and verbal communication (C1 Common European Framework of Reference, CEFR)
  • Completed Bachelor's degree or equivalent experience
  • Previous Customer service experience
Preferred Qualifications
  • Proficient in a third language (Spanish or German)
  • Relevant experience working with the MS Office suite (Word, Excel, Outlook)
  • Previous experience working in escalations
  • Experience managing stakeholders in a small to Medium organisation

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice to know more about how we collect, use and transfer the personal data of our candidates.

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