Customer Service Specialist, Operations Technology Supply Chain Solutions
DESCRIPTION
Operations Technology Solutions (OTS) is looking for a Customer Service Specialist for our Supply Chain Solutions organization. The Customer Service Management (CSM) team is responsible for maximizing the customer experience with the day-to-day execution of OTS Supply Chain services provided to Amazon's internal operations through our order management system. Having a centralized management of our customer service operation drives customer loyalty through consistent experiences. This customer support framework is a seamlessly integrated activity that touches every forward and reverse logistics services provided to our internal customers. This includes training users on an evolving customer order management technology, optimizing order support processes, successfully triaging customer concerns and measuring our service excellence. The CSM team provides customer support across the globe supporting North America, Latin America, United Kingdom, Europe, and Asia/Pacific regions. A CSS have influential working relationships with customers, peers and leadership.
Key job responsibilities
The Customer Service Specialist (CSS) manages the day-to-day execution of OTS order management for our customers, including successful resolution to inquiries and escalations received. This role will work directly with customers and be responsible for driving changes to processes, tools, and products based on their needs. CSS is responsible for meeting or exceeding daily targets to real-time customer alerts and order escalation resolution. This role collaborates and coordinates with multiple teams to streamline workflows, prioritize and fix the issues at hand. As CSS must have strong problem-solving skills. You should be able to swiftly identify areas for improvement and develop strategies that can help drive customer satisfaction and improve service quality. Proactively identify potential issues and come up with solutions that are acceptable to all stakeholders involved.
You must have a comprehensive understanding of customers sentiments regarding OTS products and/or services. CSS takes ownership in developing and training our global customers on the order management and reporting systems. CSS enforces the order management workflows, approvals and collaborate across our Supply Chain execution teams to mitigate risks to prevent on-time in-full (OTIF) disruptions. This role is critical for providing first-class support, ensuring a consistent customer experience throughout the service request lifecycle.
A day in the life
- Independently manage response and resolution of customer queries in a quick and efficient manner to meet or exceed our operational service level agreements (SLA).
- Always working towards the best customer experience possible, this role is the primary point of contact for real-time feedback from our customers to the regional and global Customer Service Managers.
- Drive quick resolutions for repetitive complex issues, coming up with solutions to improve customer service experience along the journey of order progression.
- Collaborates effectively, influencing both internal and external stakeholders and processes across diverse groups to deliver for our customers.
About the team
The Operations Technology Solutions (OTS) organization manages a complex suite of IT products and services that support a wide variety of new site launches and project initiatives that span across business teams within Worldwide Amazon Stores operations. Our technology solutions power the physical fulfillment operations that directly supports shipping packages to millions of Amazon.com customers across the globe.
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
- Experience in requirement gathering and ability to write clear and detailed requirement document
- Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
- Bachelor's degree or equivalent
- 2+ years of supply chain experience
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.