Shipper Success Specialist, Amazon Shipping Operations
Amazon's mission is to be Earth's most customer‑centric company, and Amazon Shipping exemplifies this commitment. As a shipping service provider supporting e‑commerce businesses, we offer competitive rates and delivery speeds without compromising on customer obsession. The Amazon Shipping team drives strategic innovation to transform the shipping experience for our business partners. We leverage Amazon's core strengths in logistics excellence, adaptable delivery options, and end‑to‑end visibility to create competitive advantages for our enterprise shippers. We play a critical role in listening to shippers and escalating pain points, enabling Amazon to improve and deliver world‑class service while building a scalable and profitable network that brings value to both our customers and Amazon. Our team's dedication to service reliability and innovation directly supports our global tenets of maximizing existing technology while providing value‑based pricing that works for shippers and Amazon alike.
As a Shipper Success Specialist in San Jose, Costa Rica, you will be at the forefront of supporting our enterprise shippers, handling complex inquiries and escalations while delivering solutions that optimize their shipping operations. You will be responsible for resolving shipper issues, identifying trends, and contributing to continuous improvement initiatives that enhance the overall shipper experience.
Key job responsibilities
- Provide high‑touch support to enterprise shippers, resolving day‑to‑day inquiries and complex escalations with high standards and sense of urgency
- Advocate for shippers by escalating critical issues when necessary and following through until resolution
- Maintain comprehensive knowledge of Amazon Shipping services, policies, and procedures to effectively address shipper concerns
- Analyze shipper issues, identify root causes, and collaborate with cross‑functional teams to implement effective solutions and ensure a seamless shipper experience
- Document shipper pain points and provide insights to leadership that inform product and process improvements
- Create and maintain internal knowledge resources to support team consistency and education
- Track and report on key performance metrics while continuously seeking ways to improve service quality
About the team
Amazon Shipping is a customer‑obsessed delivery service that serves Shippers (vendors, sellers) who ship their items either into Amazon buildings or to non‑Amazon destinations. The Enterprise Shipper Support team's main mission is to provide best‑in‑class customer service to our Shippers. We are a metrics‑focused organization who keep raising the bar on shipper‑facing performance.
Basic Qualifications
- Experience managing multiple projects and priorities across teams in a fast‑paced, deadline‑driven environment
- Experience handling multiple projects simultaneously
- Bachelor's degree or equivalent in a related field
- Experience using analytical, marketing, and productivity tools including Oracle Business Intelligence, Salesforce or other CRM tools, Microsoft OneNote and Microsoft SharePoint
- 1+ years of using a CRM (Customer Relationship Management) tool experience
- Speak, write, and read fluently in English
- 2+ years of customer‑facing environment experience (account management, customer service or B2B support)
Preferred Qualifications
- Experience in program management, logistics, operations, supply chain, transportation, or a related field
- Experience in process training, or experience in facilitating
- Experience in capacity planning, operations planning, business analysis or equivalent
- Experience with startups or large enterprise customers
- Experience using data and trends to articulate business needs or equivalent
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.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
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