ER (Executive Relations) Specialist, Shipping and Delivery Support (SDS)

Description

Amazon’s expanding Logistics products and services (e.g. Amazon Logistics (AMZL), Amazon Grocery Logistics (AGL), and Amazon Delivery Technology) are creating new customer segments, including drivers, recipients, shippers, property managers, global sellers and storage owners. Shipping and Delivery Support (SDS) is a customer service organization dedicated to create world class support for these new customer segments.

An ER (Executive Relations) Specialist is the main role of Executive Relations. Executing deep dives on behalf of customers, drivers and sometimes victims of delivery incidents, the specialist relies less on knowledge than on abilities to access information in and outside of Amazon. It is supported by a team of apprentices, business analysts and Program Managers to enable a large variety of tasks ranging from customer handling to project work. The ER is a team of mature CS-leaders who perfect key Amazon skills to protect the customer experience and the brand.

Key job responsibilities

・Responding to customer inquiries on behalf of corporate executives including Amazon CEOs, VPs, Directors, Legal, Public Relations and other Senior Leaders within the company by email or phone both in Japanese and English.

・Last mile support : receive and handle escalated cases from the drivers, delivery stations or even customer service front lines.

・Legal support: gather customer data for the legal department upon request. Provide front lines with support as per legal or PR questions by bridging the departments.

・Drive process improvement initiatives to implement lasting solutions for all customers.

勤務時間：1週間あたり実働 40 時間とする交替（シフト）勤務制であり（土日祝日勤務を含む）、基本的な1日の所定労働時間は、現在のところ午前８時から午後５時、または午前 9 時から午後 6 時まで（いずれも1 時間の休憩時間を含む）の1 日 8 時間です。

今後Teamの拡大により始業時間及び終業時間が変更される可能性があります。

休日：1年間に 120 日間の休日が設けられ、休日はシフト内で取得することができます。

A day in the life

• Daily task: Escalation contact handling by Phone, Email, Heads up to management by email, facilitating the meeting for incident solving
• Stakeholder: SDS leadership, AMZL, GSF leadership, Safety, Lost and Prevention, legal, PR and Consumer Executive Relations.
  
  

About The Team

Our Mission: Enable Amazon to be Earth’s most trusted and preferred logistics service by providing best in class transportation customer service globally.

SDS TNETS

• Foster customer trust through package delivery.
• Champion safe deliveries.
• Enable scale with technology, not people.
• Make Amazon feel “small.”
• Eliminate delivery and returns related concessions abuse.
• Advocate for Customers.
• Put a ‘clock’ on short-term inefficiencies.
  
  

Basic Qualifications

• Business level English (conversational and written), Japanese fluent
• Escalation contact handling experience (phone and email)
• Experience in customer experience analysis
• Customer service: 2+ years in customer experience in a team leadership role or in a senior associate role
  
  

Preferred Qualifications

• Bachelor degree from an accredited university
• Exceptionally strong customer handling and conflict resolution skills
• Focus on quality in customer care
• 1 year experience in change management: leading projects or driving change
• Detail-oriented, analytical and organized
• Enthusiast for change, positive mindset to lead by example and influence others across the organization
• Able to work independently, self-motivated and flexible
• Adaptable to an extremely wide range of diverse stakeholders
  
  
  

Company - Amazon Japan G.K.

Job ID: A2658345