Job Description

The Customer Support 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.

Proactively monitor customer shipments to identify, address, and prevent potential issues.
Develop and execute effective service recovery plans as necessary. Continual, proactive communication with customers (shippers) and external partners (carriers) to ensure a friction less customer experience.
Identify and eliminate root causes of defects in order to drive efficiency in Amazon Freights operations, systematically escalating problems or variances in the operation to the Supervisors and Shift Managers Work within various time constraints to meet critical business needs.

Required Knowledge, Skills, and Abilities

1+ years of previous experience in a similar role in retail or logistics or a similar customer facing, customer obsessed environment. Strong computer literacy. Excellent verbal and written communication skills. Experience in MS office mainly Word and advanced Excel (Pivot Tables, VLookUps). Should be comfortable with a multi-tasking, high-energy environment. Should be creative and analytical problem solver with a passion to provide excellent customer service. Should be flexible to adapt to support a 24-7 operating environment. 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. Bachelors Degree in a relevant discipline. Communication skills in other languages: German, French or Italian. Experience in using SQL and databases in a business environment.