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Amazon Freight Operations Overview.

Amazon Freight Operations (AF Ops) is the Pan- European control centre for Amazon Freight's Shipper Support and Transportation Execution. The team is 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 Freight's European transportation network and have direct impact on Shipper Experience.



Support & Ops Specialist Overview



Amazon Freight Operations is looking to hire a motivated, highly committed, and customer-obsessed Shipper experience Specialist.



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.



The candidate should be customer obsessed! They should be able to communicate to a high standard in both verbal and written form, using appropriate tone of voice.

The candidate should be able to recommend process improvements for the benefit of customers, and should have the passion to drive them to conclusion.

Key job responsibilities

• Responsible for working closely with multiple internal stakeholders to analyse data and to listen closely to customers: understands, paraphrases, and prioritizes customer needs, then provides appropriate solutions.

Displays ability to dive deep and accuracy when assisting associates and customers.

• Displays a positive work ethic, strong interpersonal skills, adherence to company policies and a commitment to excellent customer service.
• Continues to meet or exceed performance standards for productivity and quality as directed by site management and contributing to overflow work as delegated by leadership.
• Utilizes conflict resolution skills as applicable to customers; demonstrates effective listening skills and patience.
• Maintains a high level of professionalism and approachability.
• Responding to and/or redirecting all customer escalated emails and phone calls.
• Using customer service skills to effectively answer customer issues.
• Identifying needs and providing prompt resolution to inquiries and problems.