Description

TOC (Transportation Operation Center) is the central command and control center for
Transportation Execution across the Amazon Supply Chain network supporting multiple
geographies like NA, India and EU. It ensures hassle free, timely pick-up and delivery of freight
from vendors to Amazon fulfillment centers (FC) and from Amazon FCs to carrier hubs. In case
of any exceptions, TOC steps in to resolve the issue and keeps all the stakeholders informed on
the proceedings. Along with this tactical problem solving TOC is also charged with
understanding trends in network exceptions and then automating processes or proposing process
changes to streamline operations. This second aspect involves network monitoring and
significant analysis of network data.
Overall, TOC plays a critical role in ensuring the smooth functioning of Amazon transportation
and thereby has a direct impact on Amazon's ability to serve its customers on time.
Purview of a Trans Ops Representative
A Trans Ops Representative at TOC facilitates flow of information between different
stakeholders (Trans Carriers/Hubs/Warehouses) and resolves any potential issues that impacts
customer experience and business continuity. Trans Ops Specialist at TOC works across two
verticals - Inbound and Outbound operations.
Inbound Operations deals with Vendor/Carrier/FC relationship, ensuring that the freight is
picked-up on time and is delivered at FC as per the given appointment. Trans Ops Specialist on
Inbound addresses any potential issues occurring during the lifecycle of pick-up to delivery.
Outbound Operations deals with FC/Carrier/Carrier Hub relationship, ensuring that the truck
leaves the FC in order to delivery customer orders as per promise. Trans Ops Specialist on
Outbound addresses any potential issues occurring during the lifecycle of freight leaving the FC
and reaching customer premises.
A Trans Ops Representative provides timely resolution to the issue in hand by researching and
querying internal tools and by taking real-time decisions. An ideal candidate should be able to
understand the requirements/be able to analyze data and notice trends and be able to drive
Customer Experience without compromising on time. The candidate should have the basic
understanding of Logistics and should be able to communicate clearly in the written and oral
form. Trans Ops Specialist should be able to ideate process improvements and should have the
zeal to drive them to conclusion.

Key job responsibilities
. Act as the primary point of contact between Amazon's internal teams and North America (NA) business customers to validate and confirm accurate address and location details.
. Apply a strong eye for detail to research, verify, and update correct address and geo-coordinate information in Geo Studio.
. Process a high volume of Address ID's within defined time windows while consistently maintaining a quality bar of 98% or higher.
. Communicate fluently and confidently in English (verbal and written) when speaking with NA business customers to resolve address discrepancies.
. Identify patterns in flagged Address ID's (e.g., incorrect pins, missing business hours, vacant locations) and escalate data gaps to the relevant teams.
. Use internal tools (Geo Studio, SIM, Connect) to research, validate, and correct address and location data.
. Track personal productivity and quality metrics daily consistently meet Address ID handling volume and accuracy targets.
. Collaborate with cross-functional teams to reduce recurring address errors and improve overall data quality.
. Provide real-time support in a 24/7 operating environment, working across rotational shifts.

Basic Qualifications

- . Bachelor's degree or equivalent work experience.
- . Excellent verbal and written communication skills in English comfortable speaking directly with North America based business customers.
- . Strong attention to detail with the ability to research and validate data accurately.
- . Working knowledge of Excel and basic data analysis tools.
- . Ability to work in a fast-paced, metric-driven, 24/7 shift-based environment.
- . Ability to consistently meet productivity (Address ID volume) and quality (98%+) targets within defined time windows.

Preferred Qualifications

- . Familiarity with Geo Studio, SIM, or similar Amazon internal tools.
- . Experience working directly with external or business customers over phone or email.
- . Knowledge of Excel (Pivot Tables, VLOOKUP) and exposure to QuickSight.

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Transportation Representative, AV

Transportation Representative, ROW IB