Support & Ops Specialist, Amazon Freight EU

Redefined Ltd; Coalville; On-site; GBP 30,000 - 50,000; Full time

Job summary

An innovative firm is seeking a Support & Ops Specialist to enhance customer experience by facilitating communication and resolving issues. This role involves monitoring shipments, developing service recovery plans, and ensuring seamless interactions between stakeholders. The ideal candidate will possess advanced English communication skills and experience in data analysis. Join a pioneering team that values flexibility and process improvement, and be part of a dynamic environment where your contributions will drive efficiency and customer satisfaction.

Qualifications

• Advanced proficiency in English communication required.
• Experience in data analysis and report creation for leadership.

Responsibilities

• Monitor customer shipments to identify and resolve potential issues.
• Maintain proactive communication with customers and partners.

Skills

Advanced English Communication

Stakeholder Communication

Data Analysis

MS Office Suite

Education

B2 CEFR English Proficiency

Tools

MS Word

MS Excel

MS Outlook

Job description

DESCRIPTION

This position is a Fixed Term Contract for a minimum of 6 months.

Support & Ops Specialist facilitates the flow of information between Amazon Freight and our external customers, proactively resolving any potential issues that impact customer experience and performance delivery. They provide proactive and timely resolution to issues by researching & querying internal tools, making real-time decisions, and communicating effectively with stakeholders (verbally and in writing) to build rapport.

The candidate should be able to communicate at a high standard in both verbal and written forms, using an appropriate tone of voice. They should also be able to recommend process improvements for the benefit of customers and be passionate about driving them to conclusion.

Key job responsibilities

• Proactively monitor customer shipments to identify, address, and prevent potential issues.
• Develop and execute effective service recovery plans as necessary.
• Maintain continual, proactive communication with customers (shippers) and external partners (carriers) to ensure a frictionless customer experience.
• Identify and eliminate root causes of defects to drive efficiency in Amazon Freight operations, escalating problems or variances to Supervisors and Shift Managers.
• Work within various time constraints to meet critical business needs.

A day in the life

A Support & Ops Specialist facilitates the flow of information between Amazon Freight and external customers, proactively resolving potential issues impacting customer experience and performance delivery. They provide timely resolution by researching internal tools, making decisions in real-time, and communicating effectively with stakeholders (verbally and in writing) to build rapport.

About the team

Amazon Freight (AF) is a pioneering B2B start-up within Amazon Transportation Services in Europe. Its start-up nature requires flexibility, adaptability, and a keen understanding of evolving landscapes. This role leads the AF EU Operations Less than Truckload, part of the Pan-European central control center for Amazon Freight's Shipper Support and Transportation Execution. The Less than Truckload team is responsible for planning and scheduling transport orders placed by our customers (Shippers) and providing world-class support throughout their journey.

BASIC QUALIFICATIONS

• Advanced proficiency in both written and verbal English (minimum B2 CEFR)
• Relevant experience communicating with a wide range of stakeholders, including peers and leadership
• Experience working with MS Office suite (Word, Excel, Outlook) in a professional environment
• Experience in analyzing data and creating reports for leadership

PREFERRED QUALIFICATIONS

• Process improvement experience, including techniques like kaizen, gemba, process mapping, and Aces certification
• Experience in a logistical working environment
• Proficiency in verbal and written German

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