Service Operations Specialist

4 weeks ago

London, Greater London, United Kingdom Amazon TA Full time
Role Overview

Amazon TA is seeking a Customer Service Administrator to join our dynamic Supply Chain Solutions team within Operations Technology Solutions (OTS). This position plays a vital role in enhancing the customer experience through effective management of our order management system.

Key Responsibilities

The Customer Service Administrator will:

  • Oversee daily operations of the OTS order management system, ensuring timely resolution of customer inquiries and escalations.
  • Meet or exceed performance targets related to real-time customer alerts and order escalation management.
  • Utilize strong analytical and problem-solving skills to identify improvement opportunities and implement strategies that enhance customer satisfaction and service quality.
  • Develop and deliver training to global customers on order management and reporting systems.
  • Enforce workflows and approvals within the order management process, collaborating with Supply Chain execution teams to mitigate risks and prevent disruptions.
  • Provide first-class support, ensuring a consistent customer experience throughout the service request lifecycle.
Customer Engagement

As the primary point of contact for customer feedback, you will:

  • Drive prompt resolutions for complex issues, proposing solutions to enhance the customer service experience throughout the order journey.
  • Independently manage responses and resolutions to customer queries efficiently, adhering to operational service level agreements (SLA).
About the Team

The OTS organization is responsible for a comprehensive suite of IT products and services that support various initiatives across Worldwide Amazon Stores operations. Our technology solutions are integral to the fulfillment operations that facilitate the shipping of packages to millions of customers.

Preferred Qualifications
  • Experience with MS Access and SQL.
  • Intermediate proficiency in Excel, including skills such as pivot tables, multiple criteria lookups, and data cleansing.

At Amazon, we prioritize the privacy and security of your data. We are an equal opportunity employer and do not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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