Support & Ops Specialist, Amazon Freight EU

Amazon; Coalville; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company is seeking a Support & Ops Specialist to facilitate information flow between Amazon Freight and external customers. The role involves resolving issues impacting customer experience and performance delivery, requiring effective communication and problem-solving skills.

Qualifications

• Advanced proficiency in both written and verbal English.
• Experience with MS Office suite in a professional setting.

Responsibilities

• Proactively monitor customer shipments to identify and prevent issues.
• Maintain communication with customers and external partners.

Skills

Communication

Problem Solving

Education

B2 CEFR English

Tools

MS Office

Job description

Job ID: 2925163 | Amazon UK Services Ltd.

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 any 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 communicate to a high standard in both verbal and written form, using an appropriate tone. They should also be able to recommend process improvements for customer benefit and be passionate about driving them to completion.

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 improve efficiency in Amazon Freight operations, escalating problems or variances to supervisors and shift managers as needed.
• Work within various time constraints to meet critical business needs.

A day in the life

A Support & Ops Specialist facilitates information flow between Amazon Freight and external customers, resolving potential issues that impact customer experience and delivery performance. They provide timely resolutions by researching internal tools, making real-time decisions, and communicating effectively with stakeholders (verbal and written).

About the team

Amazon Freight (AF) is a pioneering B2B start-up within Amazon Transportation Services in Europe. Its startup nature requires flexibility, adaptability, and a good 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 manages planning and scheduling transport orders from customers and provides support throughout their journey.

BASIC QUALIFICATIONS

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

PREFERRED QUALIFICATIONS

• Experience with process improvement techniques such as kaizen, gemba, process mapping, and Aces certification
• Experience in a logistical environment
• Proficiency in verbal and written German

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