Customer Success Lead, Amazon Freight EU

Amazon Customer Success Lead, Amazon Freight EU Coalville, United Kingdom Apply Now

Amazon Freight is a transportation service provider for external shippers that uses the logistics network we built for Amazon to deliver freight safely, on time and at competitive costs. We offer shippers access to the same network of carriers, technology infrastructure, and tools that Amazon uses to move thousands of loads daily. Businesses of all sizes have access to the costs and levels of service of one of the largest shippers in the world.

Amazon Freight Operations (AF Ops) is the Pan-European team that handles Amazon Freight's Shipper Support and Transportation Execution. We are responsible for planning and scheduling the transport orders placed by our customers (Shippers) and providing them with support at each step of their journey. We play a critical role in ensuring the smooth functioning of Amazon Freight's European transportation network and have a direct impact on Shipper Experience.

Amazon Freight Operations is looking to hire a motivated, highly committed, and customer-obsessed Customer Success Lead. The successful candidate is a people leader in a fast-paced, dynamic, and customer-obsessed business. They are able to engage, direct, and support a team whose role is to safely and efficiently create orders and transport customer shipments across the UK and Europe. This leader is responsible for customer outcomes delivered via a multi-contact center environment.

The Customer Success Lead is an experienced people leader who understands customer centricity and operational management and can combine both into a world-class customer offering. The candidate should be customer obsessed! We are looking for candidates with experience in leading people in a customer contact environment, with experience in both inbound and outbound communication channels.

Key job responsibilities:

1. Direct communication with largest sized enterprise customers.
2. Lead a team of Operational Support Associates to effectively drive a best-in-class service to our customers.
3. Identify and suggest service enhancements in order to continuously improve the customer offering, leading small to medium scale projects.
4. Actively manage complaints or escalations, taking ownership for the full life cycle of resolution.
5. Manage and engage with multiple Amazon Freight and Internal stakeholders to ensure best outcomes for Customers and the business.
6. Experience in people management.
7. Work collaboratively with Amazon Freight business units to highlight areas of customer service deviation.
8. Bring associate and Customer perspective to decision making. Have a strong business acumen with experience of managing key performance indicators.
9. Leverage your people leader experience to guide the team through excellent communication, decision making, coaching, and personal development planning.

About the team:

Amazon Freight (AF) stands out as a trailblazing B2B start-up within Amazon Transportation Services in Europe. Its start-up nature requires flexibility, adaptability, and a keen understanding of evolving landscapes. This role is one of the frontline leaders within the AF EU Operations, Customer Success, which is part of the Pan-European central control center for Amazon Freight's Shipper Support and Transportation Execution.

Basic Qualifications:

1. Experience in program or project management.
2. Experience in supply chain.
3. Experienced in Operations.
4. Experience in managing people (leading a team).

Preferred Qualifications:

1. Knowledge of Lean principles and DMAIC methodology.
2. Experience in MS Access and SQL.
3. Experience in requirement gathering and ability to write clear and detailed requirement documents.
4. Bachelor's degree or equivalent.

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build.

Amazon is committed to a diverse and inclusive workplace. 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.