Must-Haves:
- 3+ years of experience in a heavy phone support role
- Strong communication and customer service skills and patience, must be comfortable in a heavy phone support role.
- Excellent professionalism is a must.
- Experience using Excel and overall tech savvy (will take IT literacy test during interview process, must pass to move forward with interviews)
- Ability to multi-task and work on multiple projects at once, and must have ability to learn quickly and work in a fast paced environment
- Must have a flexible schedule and be able to work at least 1 weekend day
- and be ok with OT throughout the year
Job Description
These individuals will be specifically supporting the client's customer-facing freight and will be responsible for taking around 50 calls per day to help coordinate and communicate between carriers and facilities to assist with any type of disruption that occurs during the transportation process. Deliver outstanding carrier and driver experience/solutions, in a high-volume contact center environment, through researching, problem-solving, setting appropriate expectations and working within the Amazon Transportation network to get trailers/trucks back on track when disruptions occur - Work in fast-paced environment, and adhere to schedules: start/stop, and breaks/lunches - Support workload surges and/or weather-related operations as needed to include working significant overtime during designated high-volume peaks - Use internal systems to gather data from multiple sources to support reporting on a daily, weekly, monthly and quarterly basis (AAP, Reach, Decisive) - Provide support to field teams and partners by creating repair requests, monitoring repair execution, ensuring on-time preventive maintenance, and maintaining unit history - Work with cross-functional teams. Use analytical skills to drive data-driven decision, and effectively communicate insights to others across Transportation Operations Management (TOM), Amazon Freight Partners (AFP), and Fleet - Provide support to drivers and carriers with over the road disruptions - Outsourcing secondary capacity A few examples of scenarios that you will be helping support are drivers having roadside issues such as a flat tire, hitting inclement weather which delays their route and ETA, or drivers not having any empty trailers to pick up products ( call you will take in this position). This team is called Disruption Management, and that is exactly what you will be doing on a daily basis, helping manage and resolve anything that might cause a delay or disruption with a driver getting from Point A to Point B. We are looking for individuals who are driven, have excellent communication skills and are quick learners. In addition, we are looking for individuals who have flexibility with schedules, are willing to work mandatory overtime up to 20 hours of OT per week for occasional weeks of the year, and must be comfortable working holidays including MLK Day, Easter, Memorial Day and 4th of July, Labor Day, Thanksgiving, Christmas Eve and New Years Eve.