Delivery Station Customer Service Associate, DSL

Delivery Station Customer Service Associate

As a Delivery Station Customer Service Associate, you will help improve the customer experience by providing in-station, real-time, hands-on support to ensure customers receive their packages on time, as promised. You will also connect customers with experts who can provide the most accurate and up-to-date information about their packages. This role is about more than fulfilling and delivering orders—it’s about putting smiles on customers’ faces.

Key Job Responsibilities

• Communicate with customers directly in-person, as well as 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 presented by customers
• Consistently compose grammatically correct, concise, and accurate written responses
• Approach problems logically and use good judgment to achieve 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 / Work Environment Requirements

Perform the following tasks, with or without reasonable accommodation:

• 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 noise level varies and can be loud (hearing protection will be provided)
• Work in an environment where temperature may vary due to outside weather conditions and is not controlled

A Day in the Life

You will be based at one of Amazon’s last-mile delivery warehouses where Amazon’s logistics system operates. As orders are dispatched and delivered, you will be in contact with the warehouse, associates, delivery partners, and customers to provide guidance as needed. When customers need to reschedule deliveries, you will inform delivery partners. When you notice delivery issues, you will resolve them right away so customers have a great experience without needing to contact Amazon.

Operating at the heart of Amazon’s logistics, you will build logistical and customer expertise. You will connect with customers daily using your understanding of the supply chain and local knowledge of delivery connections and warehouses.

About the Team

Amazon’s Customer Service team helps drive the mission to be Earth’s most customer-centric company. The team is inclusive and focused on empowering people to support customers’ happiness. The team works to reduce customer effort by providing quick and efficient results. Amazon also supports self-service channels with expert insights into customers’ most complex issues.

Within Customer Service, there are opportunities in process improvement, customer experience, data analysis, and customer retention. The team is always looking for ways to improve Amazon’s customer service.

Basic Qualifications

• High school or equivalent
• Experience in customer service
• Experience working with computers and Microsoft Office (including Outlook, Word, and Excel)
• Experience prioritizing and managing time effectively in dynamic environments
• Experience working with computer and web-based tools

Preferred Qualifications

• Bachelor’s degree or equivalent
• Experience understanding performance metrics and developing them to measure progress against key performance indicators
• Experience with written and verbal communication and presentation
• Experience working on a merchandising/brand ambassador team for a nationally recognized consumer brand

Equal Opportunity Employer

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

Our inclusive culture empowers Amazonians to deliver the best results for our customers. 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 and 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, New Windsor - 18.65 - 25.96 USD hourly