SDS Voice of the Customer Sr. Associate

Job description

DESCRIPTION

POSITION PROFILE OVERVIEW
· Shipping and Delivery Support (SDS) is the command and control center for transportation execution across the Amazon Supply Chain network supporting multiple geographies like US, CA, MX, UK, India and many countries within EU. It ensures hassle free, timely pick-up and delivery of freight from vendors to Amazon Fulfillment Centers (FC), from Amazon FCs to carrier hubs, and from Amazon Delivery Stations to customers.
· The SDS Agent exemplifies the Amazon Customer Service goal to be the most customer centric company in the world by solving Driver and Customer problems appearing throughout all delivery experience managed by the Amazon Logistics Network.
· This unique role handles Customer and Driver contacts through different communication channels including phone and email. Bias for action, demonstrated ownership, customer obsession, concise oral and writing skills are crucial requirements for this role.
· The successful candidate will be an excellent communicator and influencer with the ability to help our Drivers exceed delivery expectations in a timely manner and handle Customer inquiries with great accuracy.
· In the event of exceptions, an SDS Voice of the Customer (VOC) Associate steps in to resolve the issue and must keep all the stakeholders informed on the proceedings. Along with this tactical problem solving, SDS 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, SDS plays a critical role in ensuring the smooth functioning of Amazon Logistics transportation and thereby having direct impact on Amazon's ability to serve its customers on time.

Scope of an SDS Voice of the Customer Associate
· An SDS VOC Associate provides support to Drivers on and off road, and Customers waiting for shipments handled by Amazon Logistics, to ensure timely resolution for delivery issues by researching and troubleshooting with internal tools. An ideal candidate should be able to understand the issue and be able to enhance both the Driver and Customer experience without compromising the time for contact resolution.
· By serving the Driver while on-road, an SDS VOC Associate's goal must be to guarantee successful delivery of a package. This will avoid the creation of future customer contacts also impacting positively the experience of this last.
· Due to the SDS VOC Associate also serving as a Customer Service Agent, they must be an action-orientated and flexible problem-solver who will assist customers in expediting orders and correcting post-sale problems.
· An SDS VOC Agent also facilitates flow of information between internal and external customers (Delivery Associates/Delivery Service Providers/Station Managers/Customer Service Associates/Amazon Logistic Customers) and resolves any potential issues that impacts the Driver and Customer delivery experience in a fast pace.
· All SDS Agents should be comfortable with multi-tasking and a high-energy environment; strong prioritization and time management skills with a high degree of flexibility in a fast pace are vital SDS VOC Associates should be creative and analytical problem solvers with a passion to provide an excellent Driver service.
· As the SDS VOC Associate will be in direct contact with both our Customers and Drivers, they must be comfortable executing side-by-sides with respective partner teams so these internal stakeholders can listen in on calls and more directly engage with our end Customer. This will provide a wealth of knowledge for our respective Program and Leadership teams that they can use to drive improvements in the future.
· Average response time and contact handling time are of extreme importance for an SDS VOC Agent, but there is also a counterbalance to ensure we are also solving the driver's problem.
· As SDS VOC Associate is a critical part of our mission to deliver timely, accurate and professional customer service to all Amazon customers within the Amazon Logistics network.
· The candidate should demonstrate bias for action, have a strong sense of ownership, and should be able to communicate clearly in the verbal and written form.
· Additionally, as part of the position the candidate should be able to ideate process improvements and should have the zeal to drive them to conclusion.

Responsibilities include, but are not limited to:
o Excellent communication, both verbal and written as one may be required to communicate with the Drivers, Customers, Customer Service Associates, Delivery Station Managers, and Delivery Associates in real time, with a problem solving attitude.
o Understand the issue and make best use of the available resources to resolve it.
o Able to systematically escalate problems or variance in the information to the relevant owners and teams and follow through on the resolutions to ensure they are delivered.
o Demonstrate ownership to resolve challenging customer issues, escalating when necessary.
o Develop and/or understand performance metrics to assist with driving business results.
o Have schedule flexibility
o Ability to overcome a high level of ambiguity as Customer and Driver requests vary with each contact.

Desired profile

BASIC QUALIFICATIONS

BASIC QUALIFICATIONS
· High School Diploma or equivalent
· Fluent English language proficiency required.[1]
· Demonstrates effective, clear and professional written and oral communication and attention to detail.
· Customer service oriented.
· Enthusiasm and strong self-motivation.
· Ability to embrace constant change with flexibility and good grace.
· Demonstrate appropriate sense of urgency and adaptability in response to changing business needs.
· Demonstrates effective communication, composure, and professional attitude.
· Exemplary performance record, particularly with regard to quality & productivity.
· Technical (Computers & Internet): MS Office applications specifically Excel, familiarity with web browsers, and demonstrated capability to work with tailored in-house applications.
· Good knowledge of working over internet and an ability to successfully navigate websites.
· Demonstrated ability to work in a team in a very dynamic environment.
· Schedule Flexibility.

[1] Depending on Site/Platform/Organizational Unit this might vary