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, flexible 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.

Skills:
Continuous Improvement, Cross-Functional, Customer Support/Service, Leadership, Logistics, Metrics, Performance Analysis, Performance Metrics, Pricing, Problem Solving Skills, Process Improvement, Product Shipments, Quality Management, Root Cause Analysis, Sales, Scalable System Development, Shipping Operations, Trend Analysis, eCommerce

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Amazon.com Inc

At Amazon, we don’t wait for the next big idea to present itself. We envision the shape of impossible things and then we boldly make them reality. So far, this mindset has helped us achieve some incredible things. Let’s build new systems, challenge the status quo, and design the world we want to live in. We believe the work you do here will be the best work of your life.

Wherever you are in your career exploration, Amazon likely has an opportunity for you. Our research scientists and engineers shape the future of natural language understanding with Alexa. Fulfillment center associates around the globe send customer orders from our warehouses to doorsteps. Product managers set feature requirements, strategy, and marketing messages for brand new customer experiences. And as we grow, we’ll add jobs that haven’t been invented yet.

It’s Always Day 1
At Amazon, it’s always “Day 1.” Now, what does this mean and why does it matter? It means that our approach remains the same as it was on Amazon’s very first day – to make smart, fast decisions, stay nimble, invent, and stay focused on delighting our customers. In our 2016 shareholder letter, Amazon CEO Jeff Bezos shared his thoughts on how to keep up a Day 1 company mindset. “Staying in Day 1 requires you to experiment patiently, accept failures, plant seeds, protect saplings, and double down when you see customer delight,” he wrote. “A customer-obsessed culture best creates the conditions where all of that can happen.” You can read the full letter here

Our Leadership Principles
Our Leadership Principles help us keep a Day 1 mentality. They aren’t just a pretty inspirational wall hanging. Amazonians use them, every day, whether they’re discussing ideas for new projects, deciding on the best solution for a customer’s problem, or interviewing candidates. To read through our Leadership Principles from Customer Obsession to Bias for Action, visit

Company Size:
10,000 employees or more

Industry:
Retail

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