Last Mile Delivery Crisis Manager

6 days ago


Goodyear, Arizona, United States Amazon Full time
About the Role

We are seeking a highly skilled and experienced Escalations Specialist to join our Global Security Operations team at Amazon. As an Escalations Specialist, you will play a critical role in supporting last mile delivery operations and ensuring the safety and security of our customers, drivers, and employees.

Key Responsibilities
  • Support drivers on-road and customers receiving shipments handled by Amazon Logistics by researching and troubleshooting with internal tools.
  • Triage incidents that may impact driver and customer delivery experience.
  • Communicate effectively with internal and external stakeholders, including Delivery Associates, Delivery Service Providers, Station Managers, Customer Service Associates, and Amazon Logistic Customers.
  • Manage email and phone communications, providing support for other functions and/or projects as tasked by the Crisis Operations Manager or Assistant Crisis Operations Manager.
  • Work a variety of shifts, including nights, weekends, and public holidays, and be willing to support any schedule during our DAY, NIGHT, or MIXED hours shifts.
Requirements
  • Conversational level fluency in Romanian.
  • 3+ months of customer service experience or operation call/command center work environment.
  • 1+ years of experience with MS Office Suite and programs, including Word, PowerPoint, Excel, Outlook, InfoPath, SharePoint, etc.
  • Experience multitasking, including answering multiple phone lines, prioritizing email, instant message, and ticket-related communication, and communicating clearly within a command center environment.
  • Typing skills at 35 words per minute with high accuracy.
  • Knowledge of working over the internet and successfully navigating websites.
Preferred Qualifications
  • Bachelor's degree in Criminal Justice, Political Science, Crisis Management, or Business Administration.
  • Exude patience and ownership with each customer.
  • Experience in resolving conflicts and setting appropriate expectations with customers.
  • Experience providing crisis management triage.
  • Exemplary performance record, particularly with regard to quality and productivity.
  • Experience working in fast-paced environments and managing workload even during times of stress or escalated activity.
  • Demonstrates effective, clear, and professional written and oral communication and attention to detail.
  • Demonstrates effective communication, composure, empathy, and a positive professional attitude.
  • Customer Focus - Experience in approaching problems logically and with good judgment to ensure the appropriate customer outcome.


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