Delivery Station Customer Service Associate, DSL

About the Role

At Amazon, our mission is to be Earth’s most customer-centric company. We are innovating and providing best-in-class customer support as we expand our logistics products and services. 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. You will also connect customers with experts who can provide them with accurate and up-to-date information about their packages.

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.

Performing The Following Tasks, With Or Without Reasonable Accommodation

• 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

You’ll be based at one of our last-mile delivery warehouses. As orders are dispatched and delivered, you’ll be in contact with our warehouse associates, delivery partners, and customers when they need guidance. You will inform delivery partners when a customer needs to reschedule a delivery. If you notice a delivery issue, you will resolve it straight away to ensure customers have a great experience without having to contact Amazon. You’ll develop logistical and customer expertise, connect with customers daily, and utilize your in-depth understanding of our supply chain and local knowledge of delivery connections and warehouses.

About The Team

Our mission is to be Earth’s most customer-centric company. Our Customer Service team has a direct impact on this mission. We are an inclusive team who empower and look after our people. Our goal is to reduce customer effort and help customers get the best results quickly and efficiently. We support our self-service channels to offer expert insights into our customers’ most complex issues. Within Customer Service, there are opportunities in process improvement, customer experience, data analysis, and customer retention.

Requirements & Tech Stack

• High school or equivalent
• 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
• Experience working with computer and web-based tools

Preferred Qualifications

• Bachelor's degree or equivalent
• Experience in understanding performance metrics and developing them to measure progress against key performance indicators
• Experience with written and verbal communication and presentation
• Experience working on a merchandising/brand ambassador team for a nationally recognized consumer brand