Logistics Operations Associate

1 month ago

Brisbane, Queensland, Australia Amazon Commercial Services Pty Ltd - F47 Full time
About Amazon Commercial Services Pty Ltd - F47

At Amazon, our mission is to be Earth's most customer-centric company. To achieve this goal, we strive to exceed expectations by innovating and providing best-in-class customer support as we expand our logistics products and services including improving how we fulfill and deliver customer orders.

We're making history and the good news is that we've only just begun. As a Logistics Operations 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.

The role will also help connect customers with experts who can provide them the most accurate and up-to-date information about their packages. The work is beyond fulfilling and delivering customer orders; it's making sure we put smiles on customers' faces.

Key Responsibilities
- Communicate with customers directly in-person, in addition to communicating via phone and email
- Empathize with and prioritize customer needs
- 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
- Consistently compose grammatically correct, concise, and accurate written responses to customer issues
- Approach problems logically and with good judgment to ensure the appropriate customer outcome
- Make quick and effective decisions on behalf of the customer
- Work a flexible Full-Time (40+ hours per week) schedule

Physical Demands
- 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

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 inform 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
Our mission 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
- High School or equivalent diploma
- Previous experience in Customer Service
- Ability to effectively prioritize work time to ensure efficiency
- Experience with Windows Operating Systems and Microsoft Outlook
- Familiarity with multiple web browsers, database searching, and instant messenger tools

PREFERRED QUALIFICATIONS
- Bachelor Degree or equivalent work-related experience
- Proficiency in verbal and written communication skills
- Experience in understanding performance metrics and developing them to measure progress against key performance indicators
- Experience working on a merchandising/brand ambassador team for a nationally recognized consumer brand

The estimated annual salary for this role is approximately $65,000-$85,000 depending on location and experience.

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