Description

Providing excellent service every time is part of our mission to become the world’s most customer-centric company. As a Support & Ops Specialist you exemplify our Customer Service Mission Statement by using operational expertise to assist the UK network with technical skills, process improvement initiatives and customer escalations.

This position is office-based, with the flexibility to work remotely up to two days per week in line with Amazon’s current flexible work guidance. Amazon encourages open communication about unique needs for flexible arrangements.

Key job responsibilities

Listen closely to customers; understand, paraphrase and prioritise customer needs before providing appropriate solutions

Communicate with customers using verbal and written communication methods, ensuring accuracy and concision.

Utilise conflict resolution and decision making skills as applicable to customer, demonstrate highly effective listening skills and patience

Be aware of and adhere to applicable company policies when dealing with customer interactions

Facilitate flow of information between Amazon Freight and our external customers, proactively resolving any potential issues that impacts customer experience and performance delivery

Maintain knowledge of resources and operational procedures

Collaborate with team members to strive for continuous improvement

Work independently on projects or tasks to identify and resolve issues

A day in the life

A Support & Ops Specialist facilitates flow of information between Amazon Freight and our external customers, proactively resolving any potential issues that impacts customer experience and performance delivery. A Support & Ops Specialist provides proactive and timely resolution to any issue in hand by researching & querying internal tools, by taking real-time decisions and having an effective communication with the stakeholders (verbal and written) that build rapport.

About the team

We are open to hiring candidates to work out of one of the following locations:

Coalville, LEC, GBR

Basic Qualifications

• Advanced proficiency in both written and verbal in English (Minimum B2 Common European Framework of Reference, CEFR)

• Relevant experience of communicating with a wide range of stakeholders, including your peers and leadership

• Experience working with the MS Office suite (Word, Excel, Outlook) in a professional environment

• Relevant experience in analysing data and creating reports for leadership Advanced proficiency in both written and verbal in English (Minimum B2 Common European Framework of Reference, CEFR)

Preferred Qualifications

• Preferred qualifications are not required to apply for a position at Amazon. If you have all the basic qualifications above, we’d love to hear from you.

• Relevant experience of process improvement techniques including but not limited to kaizen, gemba, process mapping and Aces certification.

• Relevant experience in a logistical working environment

• Proficiency in verbal and written German

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need an adjustment during the application and hiring process, including support for the interview or onboarding process, please contact the Applicant-Candidate Accommodation Team (ACAT), Monday through Friday from 7:00 am GMT - 4:00 pm GMT. If calling directly from the United Kingdom, please dial +44 800 086 9884 (tel:+448000869884). If calling from Ireland, please dial +353 1800 851 489 (tel:+3531800851489).