Customer Support Manager, Amazon Freight EU

7 months ago

Coalville, United Kingdom Amazon UK Services Ltd. 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. S/he drives the vision of Operations, facilitating the flow of information between different stakeholders and leads resolution of any potential issues that impact Shipper experience and business continuity, in a fast-paced environment.

Key job responsibilities
•Independently identify up-stream and down-stream operational problems and implement appropriate solutions before they become customer impacting.
• Brings a department and company-wide perspective to decision making. Strong business acumen (understands how to calculate high-level ROI and partner with finance to complete a cost-benefit analysis)
•Assessing and reviewing end to end functional and operational areas; and designing, developing, deploying, and maintaining large scale operations.
•Gathering functional requirements and converting those into a realistic, detailed functional spec and project plan.
•Understand the business’ and end user’s needs, and proficiently translate those needs into the right solution
•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.
•Making the correct trade-offs between schedule, resources, and scope in order to deliver on customer promise.
•Identifying and evaluating potential risks/obstacles with minimal direction from senior managers, with the appropriate corrective actions being driven.
•Make accurate business decisions based on in depth understanding of operational demands, labour and volume forecasts.

About the team
At Amazon we believe that every day is still day one. A day to take the first step and a day to look forward to new challenges. And today is that day for you. It's your day to be part of something great. A day to make your ideas come to life and your day to join a company that redefines itself every day. That's the energy and passion behind Amazon.

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 newly created Business Compliance team drives operational improvements across multiple business areas. The team is responsible for identifying defects, providing exceptional customer service, and continuously driving improvement to ensure process compliance across the org.

We are open to hiring candidates to work out of one of the following locations:

Coalville, LEC, GBR

BASIC QUALIFICATIONS

- University Education: Master or Bachelor degree in Engineering, Supply Chain Management or similar
- Advanced knowledge of Excel (Pivot Tables, VLOOKUP)
- Advanced English (spoken, written)
- Strong analytical background
- Comfortable in ambiguous situations
- 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
- Experience identifying automation opportunities and managing change

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