Highlights
As a Customer Success Manager with Amazon Shipping, you will work with Amazon's top shippers contributing to high ADV (average daily volume) and leverage partner teams across CO/SPS/ROC/ATS to provide a holistic resolution across common themes encompassing onboarding, pickup issues, claims and tracking amongst others. Prioritize and drive key quality-oriented short and long-term resolutions for Shippers and internal partner teams (CO/SPS/ROC/ATS) along with Product, Program and Operations teams to raise the bar on the quality of our service.
Numbers & Facts
| Location | Tempe, AZ |
| Industry | Retail |
| Company Size | 10,000 employees or more |
| Year Founded | 1994 |
| Website | http://Amazon.com/militaryroles |
Description
Amazon Shipping is going through an exciting period of growth, broadening the geographies and simplifying the support experience we offer our shipper partners today. We're passionate about providing a high level of service to both our shipper base, ensuring that every interaction we have is a success. To help driving this growth, we are looking to hire a Customer Success Manager to join the Differentiated Support Team.
As a Customer Success Manager with Amazon Shipping, you will work with Amazon's top shippers contributing to high ADV (average daily volume) and leverage partner teams across CO/SPS/ROC/ATS to provide a holistic resolution across common themes encompassing onboarding, pickup issues, claims and tracking amongst others. You will be a single point of contact for our shipping partners and you will provide data driven strategic insights and ensure high operational standards. Your personal engagement, relationship building, and analytical skills are key to developing a trusted advisory relationship to guide and influence shippers to achieve FTR (first time resolution) while also maintaining a high bar on CPS (contacts per shipment) and SL (Service Levels) across all contact mediums.
Key job responsibilities
- Responsible for owning end to end Shipper experience for multiple high ADV shippers capturing thematic pain points and defects from multiple listening channels
- Systematically escalate problems or variance in the information and data to the relevant owners, teams and follow through on the resolutions to ensure they are delivered
- Educate shippers on tools, policies, processes, and relevant self solve opportunities through Amazon help pages and products
- Ability to pull data from numerous databases (using Excel, Access, SQL (Structured Query Language) and/or other data management systems) and to perform ad hoc reporting and analysis as needed
- Prioritize and drive key quality-oriented short and long-term resolutions for Shippers and internal partner teams (CO/SPS/ROC/ATS) along with Product, Program and Operations teams to raise the bar on the quality of our service
- Continual, tactical communication and problem solving along with developing effective and repeatable listening mechanisms to capture Shipper sentiment and feedback
- Dive deep contact trends to identify issues root causes and develop actionable solutions to improve Shipper Experience
- Work cross-functionally with Business, Product and Operations teams to ensure development and implementation of new solutions as per timelines
About Company
At Amazon, we don’t wait for the next big idea to present itself. We envision the shape of impossible things and then we boldly make them reality. So far, this mindset has helped us achieve some incredible things. Let’s build new systems, challenge the status quo, and design the world we want to live in. We believe the work you do here will be the best work of your life.
Wherever you are in your career exploration, Amazon likely has an opportunity for you. Our research scientists and engineers shape the future of natural language understanding with Alexa. Fulfillment center associates around the globe send customer orders from our warehouses to doorsteps. Product managers set feature requirements, strategy, and marketing messages for brand new customer experiences. And as we grow, we’ll add jobs that haven’t been invented yet.
It’s Always Day 1
At Amazon, it’s always “Day 1.” Now, what does this mean and why does it matter? It means that our approach remains the same as it was on Amazon’s very first day – to make smart, fast decisions, stay nimble, invent, and stay focused on delighting our customers. In our 2016 shareholder letter, Amazon CEO Jeff Bezos shared his thoughts on how to keep up a Day 1 company mindset. “Staying in Day 1 requires you to experiment patiently, accept failures, plant seeds, protect saplings, and double down when you see customer delight,” he wrote. “A customer-obsessed culture best creates the conditions where all of that can happen.” You can read the full letter here
Our Leadership Principles
Our Leadership Principles help us keep a Day 1 mentality. They aren’t just a pretty inspirational wall hanging. Amazonians use them, every day, whether they’re discussing ideas for new projects, deciding on the best solution for a customer’s problem, or interviewing candidates. To read through our Leadership Principles from Customer Obsession to Bias for Action, visit https://www.amazon.jobs/principles
Wherever you are in your career exploration, Amazon likely has an opportunity for you. Our research scientists and engineers shape the future of natural language understanding with Alexa. Fulfillment center associates around the globe send customer orders from our warehouses to doorsteps. Product managers set feature requirements, strategy, and marketing messages for brand new customer experiences. And as we grow, we’ll add jobs that haven’t been invented yet.
It’s Always Day 1
At Amazon, it’s always “Day 1.” Now, what does this mean and why does it matter? It means that our approach remains the same as it was on Amazon’s very first day – to make smart, fast decisions, stay nimble, invent, and stay focused on delighting our customers. In our 2016 shareholder letter, Amazon CEO Jeff Bezos shared his thoughts on how to keep up a Day 1 company mindset. “Staying in Day 1 requires you to experiment patiently, accept failures, plant seeds, protect saplings, and double down when you see customer delight,” he wrote. “A customer-obsessed culture best creates the conditions where all of that can happen.” You can read the full letter here
Our Leadership Principles
Our Leadership Principles help us keep a Day 1 mentality. They aren’t just a pretty inspirational wall hanging. Amazonians use them, every day, whether they’re discussing ideas for new projects, deciding on the best solution for a customer’s problem, or interviewing candidates. To read through our Leadership Principles from Customer Obsession to Bias for Action, visit https://www.amazon.jobs/principles