Description

At Amazon, we are working to be the most customer-centric company on earth. The AMXL Proactive Execution (APEx) team provides resolution to complex customer problems that come with buying, delivering, or installing XL products. The Ops Specialist will be supporting an operations team handling the end-to-end product and service experience for XL products. The successful candidate will be able to support issues related to scheduled and non-scheduled deliveries by proactively resolving delivery defects and acting upon egregious escalations in a timely manner, always working from the customer backwards. In addition, will need to call customers to offer solutions for the delivery issue identified.

The ideal candidate must demonstrate strong Ownership and Deliver Results skills, outstanding verbal and written communication skills, and a commitment to excellence. In addition, the candidate must be proficient in English and demonstrate outstanding collaboration and professional skills.

The successful candidate for this role will be a fast, clear and independent thinker who is naturally curious about processes and how to improve them. The candidate should be focused on Quality while delivering results through specific metric's achievement, as well as developing tasks with a constant analytical mindset.

The job requires work schedule flexibility (including weekends).

Proficient in speaking, writing, reading, and listening in (German & Italian- Preferred), or French in addition to English.

Key job responsibilities

Take ownership of emerging issues that impact customers and business stakeholders, drive resolution, and recommend ways to prevent similar issues in the future
Proactively monitor and resolve delivery defects for both scheduled and non-scheduled deliveries
Provide timely, accurate, and professional customer service and contact resolution
Contact customers via phone to communicate solutions and updates on delivery issues
Demonstrate clear and polite written and oral communication skills in all interactions
Effectively use internal dashboards to provide accurate responses and an exceptional customer experience for business partners
Proactively escalate system and process issues, as well as customer feedback trends, to management
Be the voice of the customer to challenge existing processes and advocate for an exceptional customer experience
Identify root causes of recurring issues and propose process improvement recommendations
Deliver results against defined quality and productivity metrics
Collaborate effectively with cross-functional teams to drive resolution and improve operations
Maintain a consistent analytical approach when assessing and prioritizing tasks
Adapt in a fast-paced, constantly changing environment

Basic Qualifications

Bachelor's degree
Proficiency in German OR Italian (business level or above, verbal and written)
Experience in customer service, operations, or a related field
Strong verbal and written communication skills
Ability to work a flexible schedule, including weekends
Demonstrated ability to work independently and manage competing priorities
Proficiency in Microsoft Office or similar tools

Preferred Qualifications

Experience with Paragon/AC3 case and order management systems
Speak, write, and read fluently in French OR Spanish in addition to English

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

Company - Amazon Dev Center India - Hyderabad

Job ID: A10415154

Ops Specialist, AMXL Proactive Execution (APEx) Team