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

BASIC QUALIFICATIONS

- 1+ years experience in vendor management, customer support or client relationships
- Experience using Microsoft Excel
- Ability to work well in a fast-paced environment and multi-task in a high-energy environment
- Creative and analytical problem solver with a passion to provide excellent customer service

PREFERRED QUALIFICATIONS

- 2+ years of program management, logistics, operations, supply chain, transportation, or equivalent experience
- 2+ years of work experience in vendor management, customer support or client relationships
- Experience leading process improvements and working across cross functional teams (Product, Ops. Tech, BI)