Amazon Freight is a transportation service provider for external shippers thatuses the logistics network we built for Amazon to deliver freight safely, ontime and at competitive costs. We offer shippers access to the same network ofcarriers, technology infrastructure and tools that Amazon uses to movethousands of loads daily. Businesses of all sizes have access to the costs andlevels of service of one of the largest shippers in the world. Amazon Freightspins Amazon’s broader flywheel by helping minimize empty miles by bringing infreight that flows complementary to our existing network. Amazon Freight Operations Overview. Amazon Freight Operations (AF Ops) is the Pan- European team that handlesAmazon Freights Shipper Support and Transportation Execution. We areresponsible for planning and scheduling the transport orders placed by ourcustomers (Shippers), and providing them with support at each step of theirjourney. We play a critical role in ensuring the smooth functioning of AmazonFreights European transportation network and have a direct impact on ShipperExperience. Customer Success Overview Amazon Freight Operations is looking to hire a motivated, highly committed,and customer-obsessed Customer Success Lead. The successful candidate is apeople leader in a fast paced, dynamic and customer obsessed business. Theyare able to engage, direct and support a team whose role it is to safely andefficiently create orders and transport customer shipments across the UK andEurope. This leader is responsible for customer outcomes delivered via amulti-contact center environment. The Customer Success Lead is an experienced people leader who understandscustomer centricity and operational management and can combine both into aworld class customer offering. The candidate should be customer obsessed! Weare looking for candidates with experience in leading people in a customercontact environment, with experience in both inbound and outboundcommunication channels. Key job responsibilities • Direct communication with largest sized enterprise customers • Lead a team of Operational Support Associates to effectively drive a best inclass service to our customers • Identify and suggest service enhancements in order to continuously improvethe customer offering. leading small to medium scale projects • Actively manage complaints or escalation, taking ownership for the full lifecycle of resolution • Manage and engage with multiple Amazon Freight and Internal stakeholders toensure best outcomes for Customers and the business • Experience in people management • Work collaboratively with Amazon Freight business units to highlight areasof customer service deviation • Bring associate and Customer perspective to decision making. Have a strongbusiness acumen with experience of managing key performance indicators • Leverage your people leader experience to guide the team through excellentcommunication, decision making, coaching and personal development planning. About the team Amazon Freight (AF) stands out as a trailblazing B2B start-up within AmazonTransportation Services in Europe. Its start-up nature requires flexibility,adaptability, and a keen understanding of evolving landscapes. This role isone of the frontline leaders within the AF EU Operations, Customer Success,which is part of the Pan- European central control center for Amazon FreightsShipper Support and Transportation Execution. The Customer Success team isresponsible for planning and scheduling the transport orders placed by some ofour largest enterprise customers (Shippers), and providing them with worldclass 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 detailedrequirement document - Bachelors degree or equivalent Amazon is an equal opportunities employer. We believe passionately thatemploying a diverse workforce is central to our success. We make recruitingdecisions based on your experience and skills. We value your passion todiscover, invent, simplify and build. Protecting your privacy and the securityof your data is a longstanding top priority for Amazon. Please consult ourPrivacy Notice (https:www.amazon.jobsenprivacy_page) to know more abouthow we collect, use and transfer the personal data of our candidates. Amazon is committed to a diverse and inclusive workplace. Amazon is an equalopportunity employer and does not discriminate on the basis of race, nationalorigin, gender, gender identity, sexual orientation, protected veteran status,disability, age, or other legally protected status. For individuals withdisabilities who would like to request an accommodation, please visithttps:www.amazon.jobscontentenhow-we-hireaccommodations.
