Customer Service Team Manager, Amazon
English & German Speaker, Delivery Station Liaison
The largest online retailer and technology provider
Be an early applicant
The largest online retailer and technology provider
1001+ employees
Be an early applicant
1001+ employees
Company mission
Amazon aims to be Earth’s most customer centric company. Their mission is to continually raise the bar of the customer experience by using the internet and technology to help consumers find, discover and buy anything, and empower businesses and content creators to maximise their success.
Role
Who you are
- Educated to Bachelor’s Degree level or equivalent
- People management experience
- Demonstrable experience in analysing metrics and developing action plans based on outcomes
- Prior usage of Microsoft Office including Excel using tools such as Pivot Tables and lookups
- Fluent in German and English
- Comfortable and willing to work in a diverse environment, contributing to a diverse and inclusive workspace
- Depending on the agents' shifts, team managers might need to work occasional Saturdays or until early hours of the evenings
- Frequent travel is main a requirement for this role
Desirable
- Experience leading teams remotely and in a customer-facing environment
- Second language to business level: Dutch
- Strong interest in hiring and developing people in their respective roles
What the job involves
- The Delivery Station Liaison (DSL) team provides outstanding Customer Service from within the heart of Amazon’s Delivery Stations
- The team provides support to customers who have experienced a failed delivery and require an urgent reattempt, as well as reducing Customer effort by pre-emptively addressing delivery issues before the customer even knows there was a problem
- The DE DSL Team is looking for a Team Manager to support one of our regional teams
- A Team Manager sets the vision and culture of their team by creating individual and team performance expectations/goals, maintaining focus on improving customer satisfaction, and identifying customer impacting issues and working with stakeholders to implement solutions
- Remotely lead a team of 15-25 DSL agents
- Analyse performance and metrics. Join Weekly Business Review calls with Group and Operations Managers to report on performance and share action plans where required
- Coach agents to continuously improve performance
- Audit customer contacts and take part in calibration sessions to ensure we maintain a high bar for customer interactions
- Engage with stakeholders from Amazon Logistics through reporting and regular calls. Represent the Voice of Customer in the Delivery Stations and solve problems preventing redelivery to customers
- Join regular process improvement (“Gemba”) calls with DSL agents and peers
- Travel to Delivery Stations (approx. 25% of time) to visit teams and build relationships
Our take
Amazon is the world's largest online retailer, and is well-known for its disruption of well-established industries. The company is present in numerous verticals, including cloud computing with Amazon Web Services, AI with its range of Alexa devices and a global marketplace more commonly referred to as 'the everything store'. Acquisitions include Ring, Twitch, Whole Foods Market, and IMDb.
More recently, Amazon has been focused on leading the "third wave in digital advertising". Many businesses are now shifting ad dollars to retailers, which before would have been spent with online media platforms. Amazon's seen great success in the space, with its revenue from advertising now higher than its Amazon Prime membership scheme, audiobooks and digital music combined. This growth is particularly impressive considering its digital ad rivals (like Snap, Alphabet, and Meta) have suffered declines due to wider macroeconomic factors and Apple's iOS privacy changes.
Despite its dominant market position, Amazon will continue to be challenged over the next decade, including sustaining AWS's cloud dominance in the face of Google and Microsoft. On top of this, the company's e-commerce division is facing profitability problems despite its 2023 post-IPO debt funding of 8 billion. It will need to find new ways to stay above their competitors.
Steph
Company Specialist
Insights
Company
Company benefits
- Employees have opportunities to own Amazon stock, participate in 401(k) plans with company match, and enroll in paid life and accident insurance
- Financial counseling and estate planning services are also available, plus paid short-term and long-term disability if needed
- Medical, dental, and vision coverage to all our regular full-time employees, regardless of their level, tenure, or position
- Amazon employees have free access to a network of more than 2 million caregivers, including nannies, babysitters and special-needs caretakers
- Employees receive discounts on certain day care centers, and Amazon provides a variety of free resources for parents of children with autism, ADHD and developmental disabilities
- Adoption assistance for qualified domestic and international adoption expenses including attorney fees, court costs, and travel
- Leave Share program allows employees to give six weeks of paid parental leave to a spouse or partner who isn’t eligible for parental leave from their employer
Company values
- Customer obsession rather than competitor focus
- Passion for invention
- Commitment to operational excellence
- Long-term thinking
Company HQ
South Lake Union, Seattle, WA
Articles
Leadership
Jeff Bezos
(Founder & Executive Chairman)Jeff is an American business magnate, media proprietor, and investor. As well as founding Amazon, Jeff founded Blue Origin, an aerospace manufacturer and sub-orbital spaceflight services company and also owns The Washington Post.
Andy Jassy
(President & CEO)Joined Amazon as a Marketing Manager in 1997. Developed AWS with Jeff Bezos, and became CEO of Amazon in 2021.
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