Delivery Station Customer Service Associate, DSL
Amazon
About the Role
As a Delivery Station Customer Service Associate, you will help improve the customer experience by providing in-station real-time, hands-on support to ensure our customers receive their packages on time, as promised.
Key Responsibilities
- Communicate with customers directly in-person, via phone, and email.
- Empathize with and prioritize customer needs.
- Uphold company values and respect every customer.
- Resolve issues and set appropriate expectations with customers.
- Clearly understand and respond appropriately to customer issues.
- Consistently compose grammatically correct, concise, and accurate written responses to customer issues.
- Approach problems logically and with good judgment to ensure the appropriate customer outcome.
- Make quick and effective decisions on behalf of the customer.
- Work a flexible Full-Time (40+ hours per week) schedule.
Physical Requirements
- Carry, lift, push, and pull up to 49 pounds.
- Frequently push, pull, squat, bend, and reach.
- Stand and walk during shifts lasting up to 12 hours.
- Work in an environment where the noise level varies and can be loud (hearing protection will be provided).
- Work in an environment where the temperature may vary due to outside weather conditions and is not controlled.
A Day in the Life
- Based at a last-mile delivery warehouse.
- In contact with warehouse associates, delivery partners, and customers when they need guidance.
- Inform delivery partners when a customer needs to reschedule a delivery.
- Resolve delivery issues promptly to ensure a great customer experience.
- Develop logistical and customer expertise.
- Connect with customers daily, using in-depth understanding of the supply chain and local delivery knowledge.
Requirements & Tech Stack
- Experience in Customer Service.
- Experience working with computers and Microsoft Office (including Outlook, Word, and Excel).
- Experience prioritizing and managing time effectively in dynamic environments.
- Familiarity with multiple web browsers, data base searching, and instant messenger tools.
Qualifications
- High school or equivalent.
- Preferred: Bachelor's degree or equivalent.
- Preferred: Experience in understanding performance metrics and developing them to measure progress against key performance indicators.
- Preferred: Experience with written and verbal communication and presentation.
- Preferred: Experience working on a merchandising/brand ambassador team for a nationally recognized consumer brand.