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Customer Escalation Specialist, Amazon Shipping ID-16628

May 31, 2025

Description

Are you interested in creating the future of e-com shipping? Do you want to be a part of team building the next $1bn initiative? Our team is changing the way we interact with customers around the globe and building a new, emerging business in shipping to solve some of the biggest logistical opportunities facing not just Amazon, but the entire industry.

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Work as a customer support escalation subject matter expert (SME), managing shipper escalations and resolving them within service level agreements. As the candidate would be an SME, they would then use their expertise to identify CS improvement.
Coordinate and own shipper (customer) outbound communications for the small non-account managed shipper cohort. These communications will be based off inputs generated from internal stakeholders from Operations, Marketing, Commercial and Shipper compliance.
Proactively identifying process gaps in existing customer services SOPs, with the purpose of driving process improvement initiatives to improve the customer experience.
Conducting weekly audits on customer support cases, to ensure quality assurance.
Work cross-functionally in a highly complex area with multiple stakeholders, partnering with Marketing, Commercial, Customer Programs and Operations to drive change, and influence stakeholders.
Be able to work with qualitative and quantitative data to dive deep into customer support performance, and use this data to build solutions for improvement.
Partnering with commercial to manage the Premium Launch Experience mechanism for our enterprise shippers. This is a deep dive flash report on all of the shipper’s inbound communications to ensure shipper satisfaction, and flag any issues

Basic Qualifications

Proven ability to work with cross-functional teams to drive growth and process improvement for your business.
Fluent in English and Italian. French and Spanish will be a plus
Experience working in client facing roles, ideally in a sales or support function.
Proven ability to work collaboratively with marketing/commercial teams to manage outbound email and phone communications with external customers. Ensuring it is in-line with organizational brand guidelines.
Ability to work independently, and able to proactively prioritize tasks to ensure the scope is delivered, and on time.
Strong attention to detail, proofreading, and problem-solving skills

Preferred Qualifications

Previous experience in e-commerce or logistics
Proficient use of MS Office Suite and project management tools such as Asana.
Experience implementing scalable processes and driving automation or standardization
Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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DISCLAIMER

Customer Escalation Specialist, Amazon Shipping ID-16628

Other Jobs You May Be Interested In

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

5. HOW DO YOU PROCESS INFORMATION?

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

8. HOW TO PRIORITIZE WORK?

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?