Support & Ops Specialist EN+DE, Amazon Freight EU

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

Job summary

An innovative company is seeking a Support & Ops Specialist to enhance customer experience within its freight operations. This role involves proactive monitoring of shipments, effective communication with stakeholders, and driving process improvements. Ideal candidates will have advanced proficiency in English and German, along with strong analytical skills. Join a dynamic team that values flexibility and adaptability, and contribute to the success of a pioneering B2B start-up in logistics. This position offers a unique opportunity to make a significant impact on customer satisfaction and operational efficiency.

Qualifications

• Experience in a logistical environment is preferred.
• Knowledge of process improvement techniques like Kaizen is a plus.

Responsibilities

• Monitor customer shipments and prevent potential issues.
• Develop effective service recovery plans as needed.
• Maintain proactive communication with customers and partners.

Skills

Advanced proficiency in English

Advanced proficiency in German

Communication with diverse stakeholders

Data analysis and reporting

Tools

MS Office (Word, Excel, Outlook)

SQL

Job 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 timely resolutions by researching internal tools, making real-time decisions, and communicating effectively with stakeholders (verbal and written) to build rapport.

The candidate should communicate to a high standard in both verbal and written forms, using an appropriate tone. They should also be able to recommend process improvements for customer benefit and drive them to completion.

Key job responsibilities

1. Proactively monitor customer shipments to identify, address, and prevent potential issues.
2. Develop and execute effective service recovery plans as needed.
3. Maintain continual, proactive communication with customers (shippers) and external partners (carriers) to ensure a smooth customer experience.
4. Identify and eliminate root causes of defects to improve Amazon Freight operations, escalating problems to Supervisors and Shift Managers as necessary.
5. 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 proactively. They provide timely solutions by researching internal tools, making decisions in real-time, and communicating effectively with stakeholders to build rapport.

About the team

Amazon Freight (AF) is a pioneering B2B start-up within Amazon Transportation Services in Europe. It requires flexibility, adaptability, and 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 team plans and schedules transport orders and provides support throughout the customer journey.

Minimum qualifications

• Advanced proficiency in English and German (minimum B2 CEFR)
• Experience communicating with diverse stakeholders, including peers and leadership
• Experience working with MS Office (Word, Excel, Outlook)
• Experience analyzing data and creating reports for leadership

Preferred qualifications

• Knowledge of process improvement techniques (e.g., Kaizen, Gemba, process mapping, Aces certification)
• Experience in a logistical environment
• Experience using SQL and databases in a business context

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