Amazon Logistics Trust and Safety Specialist

hace 4 semanas


Barcelona, Barcelona, España Mygwork A tiempo completo

This role is part of Amazon Logistics, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community.

Please do not contact the recruiter directly.

Job Overview:

We are seeking a highly skilled professional to join our Amazon Logistics, Last Mile team in Barcelona or Madrid.

As a key element of customer experience, our team focuses on ensuring that customer orders are delivered as quickly, accurately, and cost-effectively as possible through a world-class last mile operation.

The EU Last Mile Trust and Safety Team (EU T&S) manages multiple programs as part of the Delivery Service Partner (DSP) organization within Amazon Logistics.

These programs focus on continuous improvement around safety, third-party provider compliance, and customer trust in the last mile of Delivery Operations.

The successful candidate 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:

  1. Manage escalations across Europe in partnership with our third-party provider and internal business teams, meeting the expected quality and SLAs.
  2. Monitor and audit third-party performance in resolving customer escalations and identifying where any misses may have occurred.
  3. Ensure the third-party provider is compliant with Amazon's procedures and SLAs while achieving quality and performance metrics.
  4. Contribute to process improvement initiatives and support colleagues to increase quality and productivity.
  5. Escalate unresolved issues, unclear processes, and guidelines to the Management Team and work continuously to improve customer satisfaction.
  6. Provide feedback and information about new emerging issues from customers to the Management Team.
  7. Leverage team knowledge to help resolve recurring customer/third-party provider issues.
  8. Communicate with both internal and external customers and stakeholders by adjusting the communication style to the audience.

Requirements:

  • Proficiency in English, Italian, and French language.
  • Completed Bachelor's degree or equivalent experience.


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