Delivery Station Liaison Agent

Amazon Inc.; Kenfig; On-site; GBP 22,000 - 28,000; Full time

Job summary

Amazon UK Services Ltd. is seeking Delivery Station Liaison Agents to contact customers, resolve delivery issues and coordinate with logistics partners.

You will ensure timely redelivery and maintain clear records while upholding data security and Standard Operating Procedures. Based at one of our last-mile delivery sites, you will interact with warehouse staff, delivery partners and customers to provide guidance and ensure a great customer experience.

Qualifications

• Experience 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.
• Advanced proficiency in local language (C1 CEFR).

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

Customer service

Administrative support

Problem solving

CEFR English

Job description

Job ID: 10533980 | Amazon UK Services Ltd.

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.

Key job 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.

About the team

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.

Basic Qualifications

• Experience 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
• Advanced proficiency in local language (C1 Common European Framework of Reference, CEFR).

Preferred Qualifications

• 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

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 your 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.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Veterans, military spouses, and people with disabilities are encouraged to apply.