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Customer Success Specialist, Amazon Freight EU
3 months ago
Amazon Freight serves as a logistics service provider for external clients, leveraging the extensive transportation network established by Amazon to ensure the safe, timely, and cost-effective delivery of freight. Our platform grants shippers access to the same network of carriers, technological infrastructure, and tools utilized by Amazon to manage thousands of loads daily. Companies of all sizes can benefit from the competitive pricing and service levels offered by one of the largest shipping entities globally. By integrating freight that complements our existing network, Amazon Freight contributes to the overall efficiency of Amazon's operations.
Amazon Freight OperationsThe Amazon Freight Operations (AF Ops) team operates across Europe, managing Shipper Support and Transportation Execution. Our responsibilities include planning and scheduling transport orders from our clients (Shippers) and providing comprehensive support throughout their journey. We play a vital role in maintaining the seamless operation of Amazon Freight's European transportation network, directly influencing the Shipper Experience.
Role of Customer Success SpecialistWe are seeking a proactive, customer-centric, and commercially savvy Customer Success Specialist. The ideal candidate will focus on transformational initiatives aimed at enhancing Shipper excellence processes, facilitating Amazon Freight's growth while delivering exceptional service to our clients.
The Customer Success Specialist will take ownership of defining and executing customer excellence projects that align with our clients' needs and our business performance objectives. A successful candidate will be a strategic thinker with strong analytical skills and a customer-first mindset, possessing a proven track record of driving innovation. They must be adept at managing multiple priorities and communicating effectively across all organizational levels.
Key Responsibilities- Design and implement specialized processes for Shipper success, driving change management and continuous improvement within the business unit.
- Proactively lead transformation initiatives across the Customer Success team and the broader organization, promoting change to optimize team performance and achieve revenue targets, KPIs, and client SLAs.
- Collaborate with business development, product, and operational teams to ensure alignment on key objectives for efficient and timely program implementation.
- Establish governance mechanisms through KPIs and metrics, along with conducting ad hoc reporting and analytical assessments.
- Create specific tools to measure Customer Experience and identify opportunities for product and service enhancements to continuously improve our offerings.
- Review business processes, systems, and team competencies, partnering with relevant stakeholders to develop and implement best practice initiatives.
- Utilize agile methodologies and program management skills in the design, development, and execution of customer transformation programs.
Amazon Freight Europe is dedicated to providing a reliable transportation service for external shippers, utilizing the logistics network developed by Amazon to ensure safe and timely freight delivery at competitive prices. Our team is committed to enhancing the Shipper Experience and ensuring the efficient operation of Amazon Freight's European transportation network.
Basic Qualifications- Advanced knowledge of Excel (including Pivot Tables and VLookUps) and SQL.
- Experience in program or project management.
- Proven ability to work cross-functionally with both technical and non-technical teams.
- Experience in defining and implementing process improvement initiatives based on data and metrics.
- Background in supply chain management.
- Experience in defining program requirements and utilizing data and metrics for improvement.
- Bachelor's degree.
- Experience in driving end-to-end delivery and communicating results to senior leadership.
- Proven track record in leading process improvements.
- Experience in stakeholder management, engaging with multiple stakeholders at various organizational levels.
- Experience in building processes, project management, and scheduling.
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