Delivery Station Customer Service Associate, DSL
About the role
At Amazon, our 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, and connect them with experts who can give the most accurate and up‑to‑date information about their packages. The work goes beyond fulfilling and delivering orders; it’s about putting smiles on customers’ faces. 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 the warehouse, associates, delivery partners and customers when they need guidance — informing delivery partners when a customer needs to reschedule a delivery, resolving delivery issues straight away so customers get a great experience without having to contact Amazon. Operating at the heart of Amazon’s logistics, you’ll develop logistical and customer expertise that sets Amazon apart, connecting with customers daily using your in‑depth understanding of the supply chain and local knowledge of delivery connections and warehouses. Our Customer Service team empowers and looks after its people so they can focus on customers’ happiness, reduces customer effort, supports self‑service channels, and continually seeks ways to improve Amazon’s customer service.
Responsibilities
- Communicating with customers directly in-person, in addition to communicating 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 the issues that customers present
- Consistently 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
- 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
Requirements
- 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
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
Benefits
- Employee Assistance Program (EAP)
- Mental Health Support
- Medical Advice Line
- 401(k) matching
Pay
The starting pay for this position ranges from $18.65 to $25.96 USD per hour (based on location, experience, and qualifications). Final starting pay will be determined by factors including experience, qualifications, and location.
Schedule
This is a flexible full‑time position requiring 40+ hours per week, with shifts that may last up to 12 hours.