Ops Specialist, AMXL Proactive Execution (APEx) Team

DESCRIPTION

At Amazon, we are working to be the most customer-centric company on earth. The AMXL Proactive Execution (APEx) team provides resolution to complex customer problems that come with buying, delivering, or installing XL products. The Ops Specialist will be supporting an operations team handling the end-to-end product and service experience for XL products. The successful candidate will be able to support issues related to scheduled and non-scheduled deliveries by proactively resolving delivery defects and acting upon egregious escalations in a timely manner, always working from the customer backwards. In addition, will need to call customers to offer solutions for the delivery issue identified.

The ideal candidate must demonstrate strong Ownership and Deliver Results skills, outstanding verbal and written communication skills, and a commitment to excellence. In addition, the candidate must be proficient in English and demonstrate outstanding collaboration and professional skills.

The successful candidate for this role will be a fast, clear and independent thinker who is naturally curious about processes and how to improve them. The candidate should be focused on Quality while delivering results through specific metric’s achievement, as well as developing tasks with a constant analytical mindset.

The job requires work schedule flexibility (including weekends).

Proficient in speaking, writing, reading, and listening in (German & Italian- Preferred), or French in addition to English.

Key job responsibilities

Take ownership of emerging issues that impact customers and business stakeholders, drive resolution, and recommend ways to prevent similar issues in the future

Proactively monitor and resolve delivery defects for both scheduled and non-scheduled deliveries

Provide timely, accurate, and professional customer service and contact resolution

Contact customers via phone to communicate solutions and updates on delivery issues

Demonstrate clear and polite written and oral communication skills in all interactions

Effectively use internal dashboards to provide accurate responses and an exceptional customer experience for business partners

Proactively escalate system and process issues, as well as customer feedback trends, to management

Be the voice of the customer to challenge existing processes and advocate for an exceptional customer experience

Identify root causes of recurring issues and propose process improvement recommendations

Deliver results against defined quality and productivity metrics

Collaborate effectively with cross-functional teams to drive resolution and improve operations

Maintain a consistent analytical approach when assessing and prioritizing tasks

Adapt in a fast-paced, constantly changing environment

BASIC QUALIFICATIONS

Bachelor's degree

Proficiency in German OR Italian (business level or above, verbal and written)

Experience in customer service, operations, or a related field

Strong verbal and written communication skills

Ability to work a flexible schedule, including weekends

Demonstrated ability to work independently and manage competing priorities

Proficiency in Microsoft Office or similar tools

PREFERRED QUALIFICATIONS

Experience with Paragon/AC3 case and order management systems

Speak, write, and read fluently in French OR Spanish in addition to English

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