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Customer Service Support Team Manager

2 months ago

Coalville Leicestershire, United Kingdom Amazon TA Full time

We are seeking to hire an exceptional people leader to build and manage a highly complex operations team for Amazon Freight’s Business Compliance team.
The Customer Support Manager manages a large team responsible for 24x7 frontline operations for both Inbound and Off-Amazon transportation. They work in a cross-functional environment with Shippers, Carriers, the Amazon Freight business team, Supply Chain, and the Retail organizations to determine future demand for transportation resources, and translates the aforementioned into accurate capacity plans. Gathering functional requirements and converting those into a realistic, detailed functional spec and project plan.
• Prioritize competing projects across departments, and focus individual and team projects for an entire group or department, or a major piece of a larger cross-company product or project.
• Serve as escalation point for shipper support leads.
• Identifying and evaluating potential risks/obstacles with minimal direction from senior managers, with the appropriate corrective actions being driven.
• 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 Amazon Freight Operations (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.
The team is responsible for identifying defects, providing exceptional customer service, and continuously driving improvement to ensure process compliance across the org.
Master or Bachelor degree in Engineering, Supply Chain Management or similar
- Advanced knowledge of Excel (Pivot Tables, VLOOKUP)
- Advanced English (spoken, written)
- Proven significant experience of building and managing teams across different levels of expertise
- Proven experience in Customer contact / operations/supply chain/logistics/e-commerce
PREFERRED QUALIFICATIONS- MBA preferred
- Communication skills in other languages: German, French or Italian
- Experience in using SQL and databases in a business environment
- Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice ( to know more about how we collect, use and transfer the personal data of our candidates.
If you have a disability and need an adjustment during the application and hiring process, including support for the interview or onboarding process, please contact the Applicant-Candidate Accommodation Team (ACAT), Monday through Friday from 7:00 am GMT - 4:00 pm GMT.