Executive Customer Relations Specialist, LMTOC in Seattle, Washington

We are looking for highly motivated, customer-obsessed individuals who will handle highly escalated customer issues and drive process improvement efforts.

LMTOC (Last Mile Transportation Operation Center) is the central command and control center for ‘Transportation Execution’ across the Amazon Supply Chain network supporting North America delivery operations. It ensures hassle free, timely pick-up and delivery of freight from vendors to Amazon facilities, Amazon Delivery Stations and end customers. In case of any exceptions, LMTOC steps in to resolve the issue and keeps all the stakeholders informed on the proceedings. Along with this tactical problem solving LMTOC is also charged with understanding trends in network exceptions and then automating processes or proposing process changes to streamline operations. This second aspect involves network monitoring and significant analysis of network data. Overall, LMTOC plays a critical role in ensuring the smooth functioning of Amazon transportation and thereby has a direct impact on Amazon’s ability to serve its customers on time.

The LMTOC team is seeking an Executive Customer Relations (ECR) Specialist to support our delivery partners. This is an exciting opportunity to help solve and troubleshoot the delivery related issues with drivers/delivery stations while helping improve the overall delivery and customer experience.

The ECR Specialist will:

  • Monitor and Root Cause escalations and issues on behalf of senior leadership.

  • Resolve contacts/tickets/emails within established quality and service level goals.

  • Monitor community forums to provide a summary of issues & trends at an established frequency

  • Objectively handle highly sensitive situations with integrity and discretion.

  • Serve as an escalation path and mentor for the delivery execution team.

  • Work cross-functionally between delivery operations/customer service teams to identify root cause and solutions

  • Contribute to contact quality improvement processes through coaching and contact review sessions.

  • Draft and modify blurbs and help pages in anticipation of feature launches and to improve communications.

  • 3+ years of handling escalated customer contacts.

  • Experience managing small projects and driving process improvements

  • Bachelor’s degree

  • Must be able to think creatively and possess strong analytical and problem solving skills

  • Strong attention to detail and excellent written and oral communication skills required

  • Ability to multi-task and make tough decisions in a fast paced environment

  • Ability to work with technical and non-technical business owners to get things done

  • Experience working in startup and internet technologies

  • High level of computer navigation skills

Amazon is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation.

AMZR Req ID: 466448