Support & Ops Specialist EN+DE, Amazon Freight EU

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

Job summary

An innovative B2B start-up within a leading global company is seeking a Support & Ops Specialist to enhance customer experience through proactive communication and issue resolution. This role involves monitoring shipments, implementing service recovery plans, and collaborating with various stakeholders to ensure smooth operations. The ideal candidate will have strong communication skills in both English and German, along with experience in data analysis and process improvement. Join a dynamic team that values adaptability and creativity in a fast-paced environment, where your contributions will significantly impact customer satisfaction and operational efficiency.

Qualifications

• Advanced proficiency in English and German communication.
• Experience in data analysis and report creation.

Responsibilities

• Monitor customer shipments and resolve potential issues proactively.
• Communicate effectively with customers and external partners.

Skills

Verbal Communication

Written Communication

Data Analysis

Process Improvement

Stakeholder Management

Education

B2 CEFR level in English

B2 CEFR level in German

Tools

MS Office (Word, Excel, Outlook)

SQL

Job description

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DESCRIPTION

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 resolutions 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 forms, using appropriate tone and language. They should also be able to recommend process improvements for the benefit of customers and be passionate about driving these improvements to completion.

Key job responsibilities

1. Proactively monitor customer shipments to identify, address, and prevent potential issues.
2. Develop and implement effective service recovery plans as necessary.
3. Maintain continual, proactive communication with customers (shippers) and external partners (carriers) to ensure a frictionless customer experience.
4. 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.
5. 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 issues that impact customer experience and performance delivery. They provide timely resolutions by researching & querying internal tools, making real-time decisions, 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 them with world-class support at each step of their journey.

BASIC QUALIFICATIONS

• Advanced proficiency in both written and verbal English and German (minimum B2 CEFR level).
• Relevant experience communicating with a wide range of stakeholders, including peers and leadership.
• Experience working with MS Office (Word, Excel, Outlook) in a professional environment.
• Relevant experience 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 logistics environment.
• Experience using SQL and databases in a business context.

Amazon is an equal opportunities employer that values diversity and inclusion. We make recruiting decisions based on experience and skills. We prioritize privacy and data security; please review our Privacy Notice. If you need workplace accommodations during the application process, visit this link.