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Originele vacaturetekst

Fully Remote Customer Service Specialist Netherlands


The Shipping and Delivery Support (SDS) Executive Customer Relations Specialist position is responsible for handling escalated matters from Amazon Logistics recipients. These escalations arrive through various inputs: emails sent to Jeff and Senior Leaders from various organizations and departments or egregious situations escalated from SDS Customer Support. Many contacts require work cross-functionally throughout the Amazon Logistics organization to find a solution for the current escalation, as well as looking for long term mechanisms to prevent a future occurrence. Solving these escalated matters should lead to the opportunity to repair systemic issues and create an ongoing environment of process improvement.

Key Responsibilities:
· Collaborates to build partnerships with key stakeholder groups, businesses and leaders to ensure systemic problems are addressed and corrected.
· Effectively communicate with both internal and external customers by adjusting your communication style to your audience.
· Resolve complex customer issues that have been escalated to the Amazon CEO, Senior VPs, Directors, or Country Leaders.
· Dive deep into and analyze the root cause of customer pain points and partner with business teams for mutually beneficial resolutions that will impact the broader customer base.
· Creating, maintaining, and improving the team’s processes that allow ECR to engage with business teams effectively and advocate for the customer. This includes intra-team and intra-department processes as well as processes that support cross-functional efforts where ECR is a lynchpin
· Utilize available tools for research and tracking of escalations.
· Research, participate and in some instances lead process improvement initiatives to enhance the customer experience.
· As a role model employee, handle public relation or legal issues by seeking guidance from the respective team and handling the matter with discretion and confidentiality.

· Train and or mentor new team members.

This role can be based in the following locations: VCS NL


Basic Qualifications:
· Bilingual in Dutch and English.
· Proven ability to identify opportunities, and drive them through to completion (kaizen, six sigma, project management methods).
· Be in “good standing" as defined in our Internal Transfer and Promotion Policy.
· Mastery of Amazon CS toolset and extensive knowledge of Amazon processes, systems, and back-end functionality.
· Demonstrates flexibility in work hours based on scheduling needs and customer demands. This role will involve evening and weekend working
· Strong open communication with a track record of positively challenging others while building strong relationships
· Demonstrated superior communication skills (written and verbal)
· Demonstrated ability to influence leadership and drive positive customer changes.
· Ability to organize, manage, and communicate across position levels and functions


Preferred Qualifications
· Degree in English or related field preferred; excellent written and verbal communication skills
· Highly experienced in handling complicated executive type escalations or very comparable and relevant alternative experience is required.
· ACES OE Training completion and CS SAKE Kaizen participation
· HTML skills for creation of departmental and interdepartmental documentation and communication.
· Familiarity with a range of Payment, FC, and Supply Chain tools outside of the usual CS tool box is advantageous but not required

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