Amazon Freight is a transportation service provider for external shippers that
uses the logistics network we built for Amazon to deliver freight safely, on
time and at competitive costs. We offer shippers access to the same network of
carriers, technology infrastructure and tools that Amazon uses to move
thousands of loads daily. Businesses of all sizes have access to the costs and
levels of service of one of the largest shippers in the world. Amazon Freight
spins Amazon’s broader flywheel by helping minimize empty miles by bringing in
freight that flows complementary to our existing network.
Amazon Freight Operations Overview.
Amazon Freight Operations (AF Ops) is the Pan- European team that handles
Amazon Freights Shipper Support and Transportation Execution. We are
responsible for planning and scheduling the transport orders placed by our
customers (Shippers), and providing them with support at each step of their
journey. We play a critical role in ensuring the smooth functioning of Amazon
Freights European transportation network and have a direct impact on Shipper
Experience.
Customer Success Overview
Amazon Freight Operations is looking to hire a motivated, highly committed,
and customer-obsessed Customer Success Lead. The successful candidate is a
people leader in a fast paced, dynamic and customer obsessed business. They
are able to engage, direct and support a team whose role it is to safely and
efficiently create orders and transport customer shipments across the UK and
Europe. This leader is responsible for customer outcomes delivered via a
multi-contact center environment.
The Customer Success Lead is an experienced people leader who understands
customer centricity and operational management and can combine both into a
world class customer offering. The candidate should be customer obsessed! We
are looking for candidates with experience in leading people in a customer
contact environment, with experience in both inbound and outbound
communication channels.
Key job responsibilities
• Direct communication with largest sized enterprise customers
• Lead a team of Operational Support Associates to effectively drive a best in
class service to our customers
• Identify and suggest service enhancements in order to continuously improve
the customer offering. leading small to medium scale projects
• Actively manage complaints or escalation, taking ownership for the full life
cycle of resolution
• Manage and engage with multiple Amazon Freight and Internal stakeholders to
ensure best outcomes for Customers and the business
• Experience in people management
• Work collaboratively with Amazon Freight business units to highlight areas
of customer service deviation
• Bring associate and Customer perspective to decision making. Have a strong
business acumen with experience of managing key performance indicators
• Leverage your people leader experience to guide the team through excellent
communication, decision making, coaching and personal development planning.
About the team
Amazon Freight (AF) stands out as a trailblazing B2B start-up within Amazon
Transportation Services in Europe. Its start-up nature requires flexibility,
adaptability, and a keen understanding of evolving landscapes. This role is
one of the frontline leaders within the AF EU Operations, Customer Success,
which is part of the Pan- European central control center for Amazon Freights
Shipper Support and Transportation Execution. The Customer Success team is
responsible for planning and scheduling the transport orders placed by some of
our largest enterprise customers (Shippers), and providing them with world
class support at each step of their journey.
### BASIC QUALIFICATIONS
- Experience in program or project management
- Experience in supply chain
- Experienced in Operations
- Experience in managing people (leading a team)
### 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
- Bachelors degree or equivalent
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.jobsenprivacy_page) to know more about
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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.jobscontentenhow-we-hireaccommodations.
