Air Cargo Customer Experience Specialist

Amazon; Seattle (WA); On-site; USD 55,000 - 85,000; Full time

Job summary

Amazon Air Cargo Operations is seeking an Air Cargo Operations Specialist to ensure exceptional customer experience by managing escalations, auditing booking requests, processing invoices, and tracking damage claims. This role supports 24/7 operations with flexible shifts including weekends and holidays.

The candidate will work with air carriers and service providers to optimize flight capacity and implement process improvements. Prior program, project, and supply chain experience are preferred.

Qualifications

• 2+ years of program or project management experience.
• 1+ years of supply chain experience.
• Knowledge of Lean principles and DMAIC methodology.

Responsibilities

• Manage and resolve customer escalations with urgency and professionalism.
• Audit customer booking requests for accuracy and compliance.
• Process and reconcile invoices for customer shipments.
• Track and process damage claims, ensuring proper documentation and timely resolution.
• Monitor and audit flight capacity to optimize network utilization.
• Provide excellent customer service to internal and external stakeholders.
• Develop and execute effective service recovery plans when operational issues arise.
• Liaise with air carriers, ground handlers, and other service providers to facilitate smooth operations.
• Identify and implement process improvements to enhance customer experience.
• Support leadership by providing relevant information for operations meetings.

Skills

Program management

Supply chain experience

Tools

MS Access

SQL

Lean/DMAIC

Job description

Amazon Air Cargo Operations is seeking an Air Cargo Operations Specialist to ensure exceptional customer experience by managing escalations, auditing booking requests, processing invoices, and tracking damage claims. This role supports 24/7 operations with flexible shifts including weekends and holidays.

The candidate will work with air carriers and service providers to optimize flight capacity and implement process improvements. Prior program, project, and supply chain experience are preferred.