Customer Support Supervisor

2 months ago

Coalville, United Kingdom Amazon UK Services Ltd. Full time

A degree
- Relevant experience working in a programme management role with multiple stakeholders
- Relevant experience in analysing quantitative data effectively to drive decisions
- Relevant experience working with the MS Office suite (Word, Excel, Outlook) and/or SQL in a professional environment

Amazon Freight Operations is looking to hire a motivated, highly committed, and customer-obsessed Shipper Support Lead.
A Customer Support Supervisor 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 Customer Support Supervisor is an experienced people leader who understands customer centricity and operational management and can combine both into a world class customer offering.

Key job responsibilities
- 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.

About the team
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 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.

Coalville, LEC, GBR
- Experience working in an operational environment or with technical teams
- Experience collaborating with teams based in different locations and external partners

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