Delivery Station Customer Service Associate, DSL

About the Role

At Amazon, the mission is to be Earth’s most customer-centric company. 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 customers receive their packages on time, as promised. This role helps connect customers with experts who can provide accurate and up-to-date information about their packages.

Key Responsibilities

• Communicating with customers directly in-person, via phone, and email.
• Empathizing with and prioritizing customer needs.
• Upholding company values and respecting every customer.
• Resolving issues and setting appropriate expectations with customers.
• Clearly understanding and responding appropriately to customer issues.
• Composing grammatically correct, concise, and accurate written responses to customer issues.
• Approaching problems logically and with good judgment to ensure the appropriate customer outcome.
• Making quick and effective decisions on behalf of the customer.
• Working a flexible Full-Time (40+ hours per week) schedule.

Physical 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

Based at a last-mile delivery warehouse, you will be in contact with warehouse associates, delivery partners, and customers when they need guidance. Responsibilities include informing delivery partners when a customer needs to reschedule a delivery and resolving delivery issues directly to ensure a great customer experience. You will develop logistical and customer expertise, connecting with customers daily using an in-depth understanding of the supply chain and local delivery knowledge.

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.