Delivery Station Liaison Agent

Amazon.com, Inc; Havant; On-site; GBP 22,000 - 26,000; Full time

Job summary

Amazon.com, Inc. is seeking a Delivery Service Liaison to contact customers, resolve delivery issues, and work with logistics partners. You’ll maintain records, follow SOPs, and support internal communications to improve service.

Based at a last-mile warehouse in Havant, you will communicate with warehouse teams, delivery partners, and customers to ensure smooth resolutions and positive customer experiences. Working hours rotate to cover live delivery windows.

Qualifications

• Knowledge of advanced English at CEFR level B2/C1.
• Experience dealing with customer queries via phone and email.
• Experience in an administrative support role involving collaboration with internal or external teams.
• Experience solving problems related to customer queries or internal process issues.

Responsibilities

• Place outbound calls to customers.
• Investigate and resolve delivery issues, and collaborate with Amazon logistics and delivery partners when needed.
• Keep daily, weekly and monthly records of progress with customer queries.
• Follow Standard Operating Procedures and keep customer data secure.
• Assist with internal communications, including giving presentations and contributing to continuous improvement and internal engagement programmes.

Skills

English B2/C1

Customer service experience

Administrative support experience

Problem solving

Communication with senior colleagues

Job description

Even the best functioning processes need to be prepared for unforeseen circumstances. Amazon's Delivery Station Liaison Agents are in direct contact with our customers, ensuring that missed deliveries are successfully delivered and that customer queries are handled effectively. Whatever your customers need, your ability to quickly respond and put in place solutions will help keep this vital part of Amazon's operations running smoothly.

Responsibilities

• Place outbound calls to customers
• Investigate and resolve delivery issues, and collaborate with Amazon logistics and delivery partners when needed
• Keep daily, weekly and monthly records of progress with customer queries
• Follow Standard Operating Procedures and keep customer data secure
• Assist with internal communications, including giving presentations and contributing to continuous improvement and internal engagement programmes

A day in the life You'll be based at one of our last-mile delivery warehouses, where Amazon's leading logistics system operates. As orders are dispatched and delivered, you'll be in contact with our warehouse, associates, delivery partners and customers when they need guidance. Where a customer needs to reschedule a delivery, you'll be informing our delivery partners. Where you notice a delivery issue, you'll get to work resolving it straight away, so that our customers get a great experience every time without having to contact Amazon. Operating at the heart of Amazon's logistics, you'll develop logistical and customer expertise that sets Amazon apart. You'll connect with our customers every day, using your in-depth understanding of our supply chain and local knowledge of delivery connections and warehouses. Working hours are either Wednesday to Saturday 10:00 AM - 8:45 PM or Sunday to Wednesday 10:00 AM - 8:45 PM.

Qualifications

• Knowledge of advanced English at CEFR level B2/C1
• Relevant experience of dealing with customer queries via phone and email
• Relevant experience in an administrative support role involving collaboration with internal or external teams
• Relevant experience of solving problems whether related to customer queries or internal process issues, Preferred qualifications are not required to apply for a position at Amazon. If you have all the basic qualifications above, we'd love to hear from you.
• Experience in communicating with senior colleagues
• Professional experience in a fast-paced environment

Our Delivery Service Liaison or DSL team helps customers with last-mile deliveries. Ultimately, our goal is to get parcels to our customers in case of errors or failed deliveries. Our team helps with actions like facilitating same-day redelivery or investigating cases when drivers can't find an address. We're based in last-mile delivery sites across the world, allowing us to work closely with our delivery station colleagues and partners.

DSL agents have both customer service and logistics expertise and partner with multiple Amazon teams. Some of us are also managers who support regions and countries. We work together with one common aim: to get parcels into customers' hands.

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.