Delivery Station Customer Service Associate, Delivery Station Liaison

Overview

At Amazon, our mission is to be Earth’s most customer-centric company. 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. You’ll work with smart, passionate people who are building new products and services every day on behalf of our customers.

Position

Delivery Station Customer Service Associate. You will help improve the customer experience by providing real-time, in-station, hands-on support to ensure customers receive their packages on time, as promised. The role also connects customers with experts who can provide the most accurate and up-to-date information about their packages. It goes beyond fulfilling and delivering orders to ensuring customer satisfaction.

Key responsibilities

• Communicate with customers directly in person, by phone, and by email
• Empathize with and prioritize customer needs
• Uphold company values and respect every customer
• Resolve issues and set appropriate expectations with customers
• Understand and respond appropriately to customer issues
• Provide grammatically correct, concise, and accurate written responses to customer issues
• Approach problems logically with good judgment to ensure the appropriate customer outcome
• Make quick and effective decisions on behalf of the customer
• Work a flexible full-time schedule (40+ hours per week)

Physical and work environment requirements

• 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 environments with variable and potentially loud noise levels (hearing protection provided)
• Work in environments where temperatures may vary due to outside weather conditions and are not controlled

A day in the life

Based at one of our last-mile delivery warehouses, you’ll contribute to Amazon’s leading logistics system. As orders are dispatched and delivered, you’ll coordinate with the warehouse, associates, delivery partners, and customers when guidance is needed. You’ll inform delivery partners when a customer needs to reschedule and resolve delivery issues promptly to ensure a great customer experience without requiring customer contact with Amazon.

About the team

Our mission is to be Earth’s most customer-centric company. The Customer Service team is inclusive and empowering, focusing on customer happiness and reducing customer effort. We support self-service channels with expert insights into customers’ most complex issues. There are opportunities within Customer Service for process improvement, customer experience, data analysis, and customer retention. We continually seek ways to enhance Amazon’s customer service and need excellent people to make that happen.

Qualifications

Basic qualifications

• Experience in customer service
• High school diploma or equivalent
• Experience using Windows operating systems and Microsoft Outlook
• Experience prioritizing and managing time effectively in dynamic environments
• Familiarity with multiple web browsers, database searching, and instant messaging tools

Preferred qualifications

• Bachelor’s degree or equivalent, or experience in an industry role
• Experience understanding performance metrics and developing them to measure progress against KPIs
• Strong verbal and written communication skills
• Experience working on a merchandising/brand ambassador team for a nationally recognized consumer brand

Equal opportunity

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Accommodations

Our inclusive culture empowers Amazonians to deliver the best results. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Compensation & Benefits

The starting pay for this position is listed below. Final starting pay will be based on factors including experience, qualifications, and location. Starting Day 1 of employment, Amazon offers EAP, mental health support, medical advice line, and 401(k) matching. Learn more about our benefits at https://hiring.amazon.com/why-amazon/benefits.

USA, NY, Tonawanda — 18.00–25.00 USD hourly