Customer Support Supervisor

Date Posted: 30+ days ago

Job Description

Basic qualifications:
  • experience in customer facing roles across operations / supply chain / logistics / e-commerce or similar.
  • Excellent verbal and written comunication skills.
  • Analytical skills to extract and assess data and trends using both quantitative and qualitative analysis techniques (intermediate Excel - VLOOKUP/INDEX/MATCH, text functions, pivot tables, customize graphs )
  • Comfortable with a multi-tasking, high-energy environment. Creative and analytical problem solver with a passion to provide excellent customer service.
  • Flexible to adapt to support a 24-7 operating environment.
Amazon Freight is a transportation service provider for external shippers that uses the logistics network we built for Amazon to deliver freight safely, on time and at competitive costs. We offer shippers access to the same network of carriers, technology infrastructure and tools that Amazon uses to move thousands of loads daily. Businesses of all sizes have access to the costs and levels of service of one of the largest shippers in the world. Amazon Freight spins Amazon’s broader flywheel by helping minimize empty miles by bringing in freight that flows complementary to our existing network.

Amazon Freight Operations Overview

Amazon Freight Operations and Support (AF Ops) is the Pan- European team that handles Amazon Freight's Shipper Support and Transportation Execution. We are responsible for planning and scheduling the transport orders placed by our customers (Shippers), and providing them with support at each step of their journey. We play a critical role in ensuring the smooth functioning of Amazon Freight's European transportation network and have a direct impact on Shipper Experience.

Shipper Support Lead Overview
Amazon Freight Operations is looking to hire a motivated, highly committed, and customer-obsessed Shipper Support Lead.

A Shipper support lead is a people leader in a fast paced, dynamic and customer obsessed business. They are able to engage, direct and support a team of Shipper support specialists whose role it is to safely and efficiently transport customer shipments across the UK and Europe. The Shipper support lead is responsible for customer outcomes delivered via a virtual contact centre environment.

A Shipper support lead is an experienced people leader who understands customer centricity and operational management and can combine both into a world class customer offering.

The candidate should be customer obsessed! We are looking for candidates with experience in leading people in a customer contact environment, with experience in both inbound and outbound communication channels.

You will:
  • Independently identify up-stream and down-stream operational problems and step in to resolve them before they become customer impacting.
  • Bring a department and company-wide perspective to decision making and have strong business acumen with experience of managing key performance indicators.
  • Leverage your people leader experience to guide the team through excellent communication, decision making, coaching and personal development planning.
  • Interrogate processes and identify pain points to improve the customer journey and operational efficiency.
  • Confidently manage customers and customer escalations, showing empathy, actively listening and resolving issues.
  • Prioritise competing projects across an entire group or department, or a major piece of a larger cross-functional project.
  • Advanced Excel / Basic SQL
  • Fluent in European languages (German, French, Spanish)

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