Support & Ops Specialist, Amazon Freight EU

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

Job summary

An innovative company is seeking a Support & Ops Specialist to enhance customer experience by facilitating communication between Amazon Freight and external customers. This role involves proactively monitoring shipments, resolving issues, and recommending process improvements. The ideal candidate will possess strong English communication skills and experience with data analysis. Join a pioneering team that values adaptability and strives for excellence in logistics operations, ensuring a seamless experience for customers at every step.

Qualifications

• Experience communicating with a wide range of stakeholders.
• Experience analyzing data and creating reports for leadership.

Responsibilities

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

Skills

Advanced proficiency in English

Stakeholder communication

Data analysis

Process improvement

Education

B2 CEFR in English

Tools

MS Office (Word, Excel, Outlook)

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 potential issues that impact customer experience and performance delivery. They provide proactive and timely resolution by researching and 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 English, using an appropriate tone of voice. They should also be able to recommend process improvements for customer benefit and be passionate about driving these improvements 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 improve 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 our external customers, proactively resolving potential issues affecting customer experience and performance delivery. They provide timely resolutions by researching internal tools, making real-time decisions, and communicating effectively with stakeholders (verbally and in writing).

About the team

Amazon Freight (AF) is a pioneering B2B start-up within Amazon Transportation Services in Europe. It requires flexibility, adaptability, and an 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 plans and schedules transport orders and provides world-class support at each step of the customer journey.

BASIC QUALIFICATIONS

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

PREFERRED QUALIFICATIONS

• Process improvement experience (e.g., kaizen, gemba, process mapping, Aces certification)
• Experience in a logistical environment
• Proficiency in verbal and written German

Amazon values diversity and equal opportunity employment. We make hiring decisions based on experience and skills. For accommodations during the application process, visit this link.