Customer Escalation Specialist, Amazon Shipping

ENGINEERINGUK; London; On-site; GBP 30,000 - 60,000; Full time

Job summary

Join a forward-thinking company as a Customer Support Escalation Specialist, where you'll play a vital role in transforming the e-commerce shipping landscape. This dynamic position involves collaborating with various internal teams to enhance customer experience and streamline processes. You'll be responsible for managing escalations, conducting audits, and driving improvements based on data analysis. If you thrive in fast-paced environments and are passionate about customer service, this is the perfect opportunity to make a significant impact in a rapidly evolving industry.

Qualifications

• Proven ability to work with cross-functional teams.
• Experience in client-facing roles, ideally in sales or support.

Responsibilities

• Manage shipper escalations and resolve them within SLAs.
• Conduct weekly audits on customer support cases.

Skills

Problem-solving

Attention to detail

Customer service

Communication

Data analysis

Education

Bachelor's Degree

Tools

MS Office Suite

Asana

Excel

Job description

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DESCRIPTION

Are you interested in creating the future of e-com shipping? Do you want to be a part of team building the next $1bn initiative? Our team is changing the way we interact with customers around the globe and building a new, emerging business in shipping to solve some of the biggest logistical opportunities facing not just Amazon, but the entire industry.
Amazon Shipping is looking for a highly driven problem solver, and customer obsessed Customer Support Escalation Specialist to support in resolving customer issues, as well as improving existing program processes. In this role, you have to be a self-starter, comfortable with ambiguity, with strong attention to detail, and an ability to work in a fast-paced and ever-changing environment.
The Customer Support Escalation Specialist is an EU role focusing on customer support in FRITES. You will be directly responsible for partnering with internal stakeholders; Operations, Marketing, Commercial and Shipper compliance to own and send external shipper communications for the small shipper cohort. These communications will be regarding; rate card amendments, forecasting, billing and payments, collection migrations and any compliance issues.
In this role you will also be responsible for managing the quality assurance of our customer service responses, submitting audits on the defective cases, and identifying improvement opportunities in existing SOPs (standardised operating procedures), with the objective of improving the customer experience. You will manage a customer support escalation queue, and look to partner with internal stakeholders to resolve shipper escalations, whilst working to KPIs that directly measure customer experience.

This role is based in London, United Kingdom.

Key job responsibilities
- Work as a customer support escalation subject matter expert (SME), managing shipper escalations and resolving them within service level agreements. As the candidate would be an SME, they would then use their expertise to identify CS improvement.
- Coordinate and own shipper (customer) outbound communications for the small non-account managed shipper cohort. These communications will be based off inputs generated from internal stakeholders from Operations, Marketing, Commercial and Shipper compliance.
- Proactively identifying process gaps in existing customer services SOPs, with the purpose of driving process improvement initiatives to improve the customer experience.
- Conducting weekly audits on customer support cases, to ensure quality assurance.
- Work cross-functionally in a highly complex area with multiple stakeholders, partnering with Marketing, Commercial, Customer Programs and Operations to drive change, and influence stakeholders.
- Be able to work with qualitative and quantitative data to dive deep into customer support performance, and use this data to build solutions for improvement.
- Partnering with commercial to manage the Premium Launch Experience mechanism for our enterprise shippers. This is a deep dive flash report on all of the shipper's inbound communications to ensure shipper satisfaction, and flag any issues

BASIC QUALIFICATIONS

- Proven ability to work with cross-functional teams to drive growth and process improvement for your business.
- Fluent in English and Italian. French and Spanish will be a plus
- Experience working in client facing roles, ideally in a sales or support function.
- Proven ability to work collaboratively with marketing/commercial teams to manage outbound email and phone communications with external customers. Ensuring it is in-line with organizational brand guidelines.
- Ability to work independently, and able to proactively prioritize tasks to ensure the scope is delivered, and on time.
- Strong attention to detail, proofreading, and problem-solving skills

PREFERRED QUALIFICATIONS

- Previous experience in e-commerce or logistics
- Proficient use of MS Office Suite and project management tools such as Asana.
- Experience implementing scalable processes and driving automation or standardization
- Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)

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 (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

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