Delivery Station Liaison Agent

Delivery Station Liaison Agent Overview

As a Delivery Station Liaison Agent at Amazon, you will play a crucial role in ensuring that our delivery processes run smoothly, even when unexpected challenges arise. You will be the point of contact for customers, addressing missed deliveries and handling their inquiries effectively. Your quick response and problem-solving skills will be essential in maintaining the efficiency of Amazon’s operations.

Key Responsibilities

• Make outbound calls to customers to resolve delivery issues.
• Investigate delivery problems and work with logistics and delivery partners to find solutions.
• Keep accurate records of customer queries and progress on a daily, weekly, and monthly basis.
• Follow established Standard Operating Procedures to ensure customer data security.
• Support internal communications by giving presentations and participating in continuous improvement programs.

A Day in the Life

You will be stationed at one of Amazon’s last-mile delivery warehouses, where you will interact with warehouse staff, delivery partners, and customers. Your role will involve informing delivery partners when customers need to reschedule deliveries and resolving any delivery issues promptly to enhance customer satisfaction. This position will allow you to develop expertise in logistics and customer service, which are key to Amazon’s success.

About the Team

The Delivery Service Liaison (DSL) team is dedicated to assisting customers with last-mile deliveries. Our mission is to ensure that parcels reach customers, especially in cases of errors or failed deliveries. We facilitate actions such as same-day redelivery and investigate issues when drivers encounter difficulties finding addresses. Our team operates from various last-mile delivery sites globally, collaborating closely with delivery station colleagues and partners. DSL agents possess both customer service and logistics skills, and some team members also hold managerial positions supporting various regions and countries.

Basic Qualifications

• Advanced English proficiency at CEFR level B2/C1.
• Experience in managing customer inquiries via phone and email.
• Experience in an administrative support role that involves teamwork with internal or external parties.
• Proven problem-solving skills related to customer inquiries or internal processes.

Preferred Qualifications

• Experience communicating with senior colleagues.
• Professional experience in a fast-paced work environment.

Amazon is committed to creating a diverse workforce and values the unique contributions of all employees. We encourage applications from individuals with varied backgrounds and experiences. Protecting your privacy and data security is a top priority for us. For more information on how we handle personal data, please refer to our Privacy Notice.

Degree Requirement: Not Specified

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