Job Description

DESCRIPTION

Job summary
Amazon has spent years building one of the world's most efficient and optimized supply chains. The Amazon Distribution and Fulfillment Solutions Org (ADFS) will build on that foundation and continue to innovate end-to-end supply chain capabilities.

The ADFS org is looking for candidates that are action-oriented, focused on identifying and addressing customer issues for a new business vertical in the ADFS org. This is an opportunity to work in a startup like environment within Amazon and we seek an individual who is motivated by a fast-paced and highly entrepreneurial environment.

Successful candidates will demonstrate Customer Obsession and Ownership on every contact. They will have a proven track record of exemplary customer service, good judgement and demonstrate the ability to learn and master new technology.

Key responsibilities will include:

• Respond to and triage incoming work requests within standard service level agreements (SLAs).
• Communicate effectively and efficiently with stakeholders
• Drive improvements in standardized processes related to escalation process management.
• Assist with the definition and design of tools, standard operating procedures and processes
• Proactively take the lead on coordinating works during an escalation
• Monitor the work queue to prioritize appropriately.
• Identify and share best practices on tools, services and knowledge across Service Associates.

• Bachelors Degree or equivalent experience including 2+ years of process improvement experience in ecommerce.
• Proficiency in MS Office with advanced skills in Excel.
• Proficiency in using written and oral communication skills in a business environment.
• Proficiency in composition skills ability to compose concise, accurate and appropriately targeted responses.
• Always does what is right for the customer-relentlessly customer-focused.

• Problem ticketing, incident management, and issue escalation experience.
• Advanced Analytical skills such as advanced Excel or other statistical tools.
• A drive to dig into the details of a system or process to solve customer problems.