Have you ever ordered a product on Amazon and when that box with the smiley arrived wondered about its journey till your doorstep? Have you asked where it came from and how much it cost Amazon to deliver it to you? If so, the Amazon Logistics, Last Mile team is the right team for you. As Amazon constantly works to be the most customer-centric company on earth, a key element of customer experience is how we fulfill and deliver their orders. Amazon aims to exceed the expectations of our customers by ensuring that their orders, no matter how large or small, are delivered as quickly, accurately, and cost effectively as possible through a world class last mile operation. To meet this goal, Amazon is continually striving to innovate and provide best in class service levels through the introduction of pioneering new products and services.
The EU Last Mile Trust and Safety Team (EU T&S) manages multiple programs as part of the Delivery Service Partner (DSP) organisation 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 EU Trust and Safety Specialist role is an integral part of our operations team, performing investigations and research to inform decision making and appropriate actions for EU Trust and Safety Programs.
Roles & Responsibilities
• Research and provide accurate delivery details using internal tool.
• Manage escalations and claims across Europe in partnership with our third party providers and internal business teams, meeting the expected quality and Service-Level Agreements (SLAs).
• Ensure through monitoring and auditing that the third-party provider is compliant with Amazon’s claim procedures.
• Ensure through monitoring and auditing that the third-party provider achieves quality and meets performance metric goals such as SLAs.
• 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.
• Effectively and appropriately communicate with both internal and external customers and stakeholders.
Must be fluent in English and one of the following languages: German or French.
Bachelor’s degree or equivalent experience
1+ years of administrative work
Has experience managing stakeholders in a Small to Medium organisation
Experience with MS Word, Excel, OneNote, Outlook
• Proficient in a third language (Romanian, Arabic, Bulgarian)
• Good knowledge of excel
• Experience in dealing with customers
• 2+ experience in investigating escalations
• Thrives in a fast-paced work environment
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