Delivery Station Customer Service Associate, DSL

About the role

At Amazon, you get to work with smart, passionate people who are building new products and services every day on behalf of our customers. 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.

Responsibilities

• Communicate with customers directly in-person, in addition to communicating via phone and email
• Empathize with and prioritize customer needs
• Hold yourself accountable to uphold company values and respect every customer
• Resolve issues and set appropriate expectations with customers
• Clearly understand and respond appropriately to the issues that customers present
• Approach problems logically and with good judgment to ensure the appropriate customer outcome
• Making quick and effective decisions on behalf of the customer

Requirements

• Carry, lift, push and pull up to 49 pounds frequently
• 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

Qualifications

• 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
• Familiarity with multiple web browsers, data base searching and instant messenger tools

Skills

• Proficiency in verbal and written communication skills

Benefits

A day in the life: You’ll be based at one of our last-mile delivery warehouses, where Amazon’s leading logistics system operates. As orders are dispatched and delivered, you’ll be in contact with our warehouse, associates, delivery partners and customers when they need guidance. Where a customer needs to reschedule a delivery, you’ll be informing our delivery partners. Where you notice a delivery issue, you’ll get to work resolving it straight away, so that our customers get a great experience every time without having to contact Amazon. Operating at the heart of Amazon’s logistics, you’ll develop logistical and customer expertise that sets Amazon apart. You’ll connect with our customers every day, using your in-depth understanding of our supply chain and local knowledge of delivery connections and warehouses.

About the Team

The mission of our team is to be Earth’s most customer-centric company, and few departments have as direct an impact on that mission as our Customer Service team. We're an inclusive team who empower and look after our people, so they have the time and energy to focus on our customers' happiness. Our goal is to reduce customer effort every way we can, helping them 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. The CS team is always looking for ways to make Amazon's customer service even better, and we need excellent people to make that happen.

Basic Qualifications

• Bachelor's degree or equivalent
• Experience in understanding performance metrics and developing them to measure progress against key performance indicators
• 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
• Familiarity with multiple web browsers, data base searching and instant messenger tools

Preferred Qualifications

• Bachelor's degree or equivalent
• Experience in understanding performance metrics and developing them to measure progress against key performance indicators

Company

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Our inclusive culture empowers Amazonians to deliver the best results for our customers.