Customer Excellence Specialist, Amazon Air Cargo

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

Customer Excellence Specialist, Amazon Air Cargo

In Amazon Air, process driven techniques help us deliver smiles to both our internal and external customers daily. There are multiple ways to solve problems here, and we do it with consideration and respect for each other. Your thoughts, ideas, and contributions are highly valued here to solve any problem that we may encounter. There is no limit to how high you can "soar" here at Amazon Air! Amazon Air's (AIR) Customer Operations Management team is seeking an Air Cargo Operations Specialist. This role ensures exceptional customer experience by managing escalations, auditing booking requests, processing invoices, and tracking damage claims. Air Cargo Operations Specialists are detail‑oriented problem solvers who maintain flight capacity integrity, provide excellent customer service, and identify opportunities to enhance operational efficiency. This is a critical role in our 24/7 operation. Must be willing to work a flexible schedule/shift/work area, including weekends, nights, and/or holidays.

Key job 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.
• Work variable shifts which will include days, nights, weekends, and holidays

About the team

Amazon Air is a dedicated air cargo network that supports Amazon's growing customer fulfillment operations. With a fleet of aircraft operating across a network of airports, Amazon Air plays a critical role in meeting customer promises by transporting packages between fulfillment centers and delivery stations.

Basic Qualifications

• 2+ years of program or project management experience
• 1+ years of supply chain experience

Preferred Qualifications

• Knowledge of Lean principles and DMAIC methodology
• Experience in MS Access and SQL

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.