Amazon was founded by Jeff Bezos from his garage in Bellevue, Washington, on July 5, 1994. Initially an online marketplace for books, it has expanded into a multitude of product categories: a strategy that has earned it the moniker “the everything store”.
Customer Service Specialist, Operations Technology Supply Chain Solutions
DESCRIPTION
Operations Technology Solutions (OTS) is looking for a Customer Service Specialist for our Supply Chain Solutions organization. The Customer Service Management (CSM) team is responsible for maximizing the customer experience with the day-to-day execution of OTS Supply Chain services provided to Amazon’s internal operations through our order management system. Having a centralized management of our customer service operation drives customer loyalty through consistent experiences. This customer support framework is a seamlessly integrated activity that touches every forward and reverse logistics services provided to our internal customers. This includes training users on an evolving customer order management technology, optimizing order support processes, successfully triaging customer concerns and measuring our service excellence. The CSM team provides customer support across the globe supporting North America, Latin America, United Kingdom, Europe, and Asia/Pacific regions. A CSS have influential working relationships with customers, peers and leadership.
Key job responsibilities
The Customer Service Specialist (CSS) manages the day-to-day execution of OTS order management for our customers, including successful resolution to inquiries and escalations received. This role will work directly with customers and be responsible for driving changes to processes, tools, and products based on their needs. CSS is responsible for meeting or exceeding daily targets to real-time customer alerts and order escalation resolution. This role collaborates and coordinates with multiple teams to streamline workflows, prioritize and fix the issues at hand. As CSS must have strong problem-solving skills. You should be able to swiftly identify areas for improvement and develop strategies that can help drive customer satisfaction and improve service quality. Proactively identify potential issues and come up with solutions that are acceptable to all stakeholders involved.
You must have a comprehensive understanding of customers sentiments regarding OTS products and/or services. CSS takes ownership in developing and training our global customers on the order management and reporting systems. CSS enforces the order management workflows, approvals and collaborate across our Supply Chain execution teams to mitigate risks to prevent on-time in-full (OTIF) disruptions. This role is critical for providing first-class support, ensuring a consistent customer experience throughout the service request lifecycle.
A day in the life
– Independently manage response and resolution of customer queries in a quick and efficient manner to meet or exceed our operational service level agreements (SLA).
– Always working towards the best customer experience possible, this role is the primary point of contact for real-time feedback from our customers to the regional and global Customer Service Managers.
– Drive quick resolutions for repetitive complex issues, coming up with solutions to improve customer service experience along the journey of order progression.
– Collaborates effectively, influencing both internal and external stakeholders and processes across diverse groups to deliver for our customers.
About the team
The Operations Technology Solutions (OTS) organization manages a complex suite of IT products and services that support a wide variety of new site launches and project initiatives that span across business teams within Worldwide Amazon Stores operations. Our technology solutions power the physical fulfillment operations that directly supports shipping packages to millions of Amazon.com customers across the globe.
BASIC QUALIFICATIONS
– 2+ years of program or project management experience
– 1+ years of supply chain experience
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
– Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
– Bachelor’s degree or equivalent
– 2+ years of supply chain experience
ITS Support Associate II, Global Service Desk (GSD), Global Service Desk (GSD)
Amazon’s IT Support is the first point of contact for technical support service requests. Our IT Support Associate II spends their day fielding incoming chats, calls, and online requests from Amazon Corporate and its subsidiary employees worldwide. The successful IT Support Associate II will be customer focused and motivated by team success. You will be innovative, energetic, and able to adapt to new processes and procedures quickly while dealing with a high volume of requests. You will also be committed, flexible, and demonstrate the ability to maintain high levels of productivity while maintaining quality support.
Responsibilities include:
* Leverage your 1+ years of experience in help-desk or desk-side environment to solve issues for Amazon Corporate employees located in-office and remote.
* Troubleshoot and resolve customer support requests across Windows, macOS, and Ubuntu/Linux environments.
* Research, resolve, and respond to inquiries received via web chat, telephone calls, email, ticketing system, all in a timely manner, in accordance with organizational standards.
* Diagnose and troubleshoot end user computing problems including examining the problem, identifying the appropriate resources, testing proposed fixes and follow-up to ensure the problem has been resolved.
* Resolve customer support requests in real-time and assist in facilitating any hand-offs to partner teams for escalations or hardware replacements. Ensures that customer accepts and is satisfied with work completed.
* Create and submit detailed call logs documenting customer interactions that are accurate, thorough, and timely.
* Follow standard operating procedures (SOP) to improve the teams’ knowledge management and create revision requests or propose new SOPs to identified gaps in existing content.
* Acquire and maintain current knowledge of relevant policies in order to provide technically accurate solutions to users.
* Assist with activities to triage and escalate any system or network outage to reduce downtime.
* Assist with remote assistance in Teleconferencing systems and AV presentation equipment.
* Leverage your Associate in Computer Science, related field or IT experience.
* Showcase your ability to work both on your own and within a team environment.
* Display a commitment to quality and strong multi-tasking skills and the desire and curiosity to learn more.
* Use your strong verbal skills, and proven ability to communicate with technical and non-technical employees.
* Adherence to shift schedules and timeliness are key requirements.
* Willingness to work flexible shifts and scheduling, weekends, and holidays.
* Must be willing and able to occasionally come to Amazon corporate sites with 24 hours notice.
BASIC QUALIFICATIONS
– 1+ years of corporate setting Windows, Mac or Linux Operating systems support experience
– High school or equivalent
– Experience troubleshooting integrated and interdependent computer systems
– Experience maintaining zebra thermal printers, troubleshooting thin clients, PCs, scanners, and portable handheld terminals
PREFERRED QUALIFICATIONS
– CompTIA A+, CompTIA Network+, Cisco/CCNA, Linux (Redhat), Microsoft hardware (installation), AWS, or other industry relevant certifications
– Experience in a dynamic environment with a high degree of customer service
Area Manager, Amazon Grocery Logistics – Grocery Fulfillment Centers
Amazon Grocery Logistics (AGL) is an exciting organization within Amazon specializing in delighting our customers with speed in which we can make items appear on their doorsteps. We are a combination of operations and support teams aligned to innovate for the last mile customer experience. Come build the future with us!
Key Responsibilities and Job Elements:
· Support, mentor, and motivate your team
· Manage safety, quality, productivity, and customer delivery promises
· Collaborate with all support teams including Safety, Ops Integration, Loss Prevention and Human Resources to develop plans to meet business objectives
· Lift up to 49 pounds, stand and walk during shifts lasting up to 12 hours, and frequently push, pull, squat, bend, and reach, as well as continuously climb and descend stairs
· Work in an environment where the noise level varies and is subject to variable temperatures and weather (delivery stations include outside loading departments, and grocery locations include refrigerated environments)
Work a flexible schedule (weekends and/or overnight shifts)
BASIC QUALIFICATIONS
– 1+ years of employee and performance management experience
– Bachelor’s degree or equivalent, or 2+ years of Amazon (blue badge/FTE) experience
– Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
– Can push and pull wheeled dollies loaded with products up to 100 pounds during shifts
PREFERRED QUALIFICATIONS
– 1+ years of performance metrics, process improvement or lean techniques experience
Permit Specialist, Permit Operations
Ring is seeking a Permit Specialist to support the Ring Alarm Permit Operations Team. The person in this position will be responsible for working directly with customers to obtain alarm permits on their behalf. In addition, they will be working with municipalities to determine new permit requirements, resolve issues, and address neighbor inquires. The ideal candidate will self-motivated, comfortable communicating with customers and government agencies, and will detail oriented.
Key job responsibilities
* Support customers throughout the alarm permitting process including verifying addresses, following existing permit processes, assisting with signup errors and answering customer inquiries as they relate to their municipalities permit requirements.
* Research new municipal requirements, create processes based on those requirements and write email templates that communicate that information to customers.
* Build relationships and work with local municipalities to facilitate Ring’s compliance programs.
* Ensure communications follow internal processes and established procedures
* Identify potential risk and follow existing escalations processes or determine a route of escalation.
* Conduct audits to identify discrepancies or errors and implement corrective action.
* Identify gaps in processes or controls, and make recommendations to leadership for improvements that increase efficiency and accuracy.
* Maintain subject matter expertise related to Ring, the alarm industry, monitoring, and permitting.
* Develop a strong understanding of operational processes related to Ring’s municipal risk management program.
About the team
The Ring Alarm Permit Operations Team consists of self-determined individuals who are motivated to provide the best possible experience for our customers and work to ensure Ring’s compliance with local regulations. Team members are comfortable working independently day-to-day, but will collaborate on projects and initiatives.
BASIC QUALIFICATIONS
* Excellent written and verbal communications skills.
*Experience in customer facing role working with customers.
* Intermediate to Advanced Microsoft Office skills and familiarity with Windows & MacOS.
* Strong analytical, decision-making, and problem-solving skills.
PREFERRED QUALIFICATIONS
*Experience working for or with government agencies.
*Familiarity with Ring Products and Services.
*Experience with monitored alarm systems.
