ICQA Escalation Specialist

Job description

Description
Our overall mission is simple: We want Amazon to be the place where our customers can find, discover and buy anything online.

Operations is at the heart of Amazon customer experience.

Each action we undertake is done on behalf of our customers, as meeting their expectations makes us feel good.

Whatever our customers want, we will find the means to deliver it.

With your help, Amazon will continue to enable people to discover new worlds and implement innovation.

This is your chance to make history.

Role: Tier III - Escalation Specialist role in ICQA
The ICQA team is seeking an excellent individual who is interested in becoming an Escalation Specialist.

The Escalation Specialist reports into the local ICQA organization and is a key link between FC’s and the Customer Service.

He/She analyzes and solve operation issues that may have impact on Customer and acts on Customer issues to solve them and prevent further defects.

Escalation Specialists holds responsibilities specific to the different Fulfillment Center areas to connect them for quick problems resolution.

He/She will have the drive to develop him/herself and enhance existing skills and knowledge and meet targets and productivity expectations in line with company goals.
Responsibilities

- Act as the link between Customer Service and the ICQA and Operations team
- Contribute to solve operation issues to avoid impact on Customers and prevent future reoccurrence
- Support Customer Service requests related to stuck shipments, customer complaints, catalogue errors and process issues
- Perform Concession researches, analysis and escalations
- Conduct special research and deep dives, identify trends and generate reports that drive actions
- Support other Escalation Specialists as required
- Assist in ensuring successful area performance by analysis and reporting on business performance
- Research free replacements daily and provide detailed analysis of the errors
- Apply Amazon policies and guidelines related to ES role and general processes
- Support and work in the department as required
- Fully understands workflow and daily production goals

Our overall mission is simple: We want Amazon to be the place where our customers can find, discover and buy anything online.

Operations is at the heart of Amazon customer experience.

Each action we undertake is done on behalf of our customers, as meeting their expectations makes us feel good.

Whatever our customers want, we will find the means to deliver it.

With your help, Amazon will continue to enable people to discover new worlds and implement innovation.

This is your chance to make history.

Role: Tier III - Escalation Specialist role in ICQA
The ICQA team is seeking an excellent individual who is interested in becoming an Escalation Specialist.

The Escalation Specialist reports into the local ICQA organization and is a key link between FC’s and the Customer Service.

He/She analyzes and solve operation issues that may have impact on Customer and acts on Customer issues to solve them and prevent further defects.

Escalation Specialists holds responsibilities specific to the different Fulfillment Center areas to connect them for quick problems resolution.

He/She will have the drive to develop him/herself and enhance existing skills and knowledge and meet targets and productivity expectations in line with company goals.
Responsibilities
- Act as the link between Customer Service and the ICQA and Operations team
- Contribute to solve operation issues to avoid impact on Customers and prevent future reoccurrence
- Support Customer Service requests related to stuck shipments, customer complaints, catalogue errors and process issues
- Perform Concession researches, analysis and escalations
- Conduct special research and deep dives, identify trends and generate reports that drive actions
- Support other Escalation Specialists as required
- Assist in ensuring successful area performance by analysis and reporting on business performance
- Research free replacements daily and provide detailed analysis of the errors
- Apply Amazon policies and guidelines related to ES role and general processes
- Support and work in the department as required
- Fully understands workflow and daily production goals

Basic Qualifications
- 1+ years of Microsoft Office products and applications experience
- High school or equivalent
- Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
- Can lift up to 49 pounds, stand/walk during shifts lasting up to 12 hours, and be able to frequently push, pull, squat, bend, and reach
- Work 40 hours/week, and overtime as required
Preferred Qualifications
- Expert in Microsoft Excel, VBA, SQL, and other databases
- Ability of having developed tools, data collection processes, and data management systems
- Ability to handle multiple, competing tasks in a deadline-driven environment

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.

Required Skill Profession

Other General