Delivery Station Customer Service Associate, DSL

At Amazon, our mission is to be Earth’s most customer-centric company. To achieve this goal, we strive to exceed expectations by innovating and providing best-in-class customer support as we expand our logistics products and services including improving how we fulfill and deliver customer orders. We’re making history and the good news is that we’ve only just begun. At Amazon you get to Work with smart, passionate people who are building new products and services every day on behalf of our customers.

As a Delivery Station Customer Service Associate, you will help improve the customer experience by providing in station real-time, hands-on support to ensure our customers receive their packages on time, as promised. The role will also help connect customers with experts who can provide them the most accurate and up-to-date information about their packages. The work is beyond fulfilling and delivering customer orders; it’s making sure we put smiles on customer’s faces.

Key job responsibilities

As a Delivery Station Customer Service Associate, you will be responsible for:

- Communicating with customers directly in-person, in addition to communicating via phone and email

- Empathizing with and prioritizing customer needs

- Upholding company values and respecting every customer

- Resolving issues and setting appropriate expectations with customers

- Clearly understanding and responding appropriately to the issues that customers present

- Consistently composing grammatically correct, concise, and accurate written responses to customer issues

- Approaching problems logically and with good judgment to ensure the appropriate customer outcome

- Making quick and effective decisions on behalf of the customer

- Working a flexible Full-Time (40+ hours per week) schedule

Performing the following tasks, with or without reasonable accommodation:

- Carry, lift, push and pull up to 49 pounds

- Frequently push, pull, squat, bend and reach

- Stand and walk during shifts lasting up to 12 hours

- Work in an environment where the noise level varies and can be loud (hearing protection will be provided)

- Work in an environment where the temperature may vary due to outside weather conditions and is not controlled

A day in the life

You’ll be based at one of our last-mile delivery warehouses, where Amazon’s leading logistics system operates. As orders are dispatched and delivered, you’ll be in contact with our warehouse, associates, delivery partners and customers when they need guidance. Where a customer needs to reschedule a delivery, you’ll be informing our delivery partners. Where you notice a delivery issue, you’ll get to work resolving it straight away, so that our customers get a great experience every time without having to contact Amazon.

Operating at the heart of Amazon’s logistics, you’ll develop logistical and customer expertise that sets Amazon apart. You’ll connect with our customers every day, using your in-depth understanding of our supply chain and local knowledge of delivery connections and warehouses.

About the team

Our mission is to be Earth’s most customer-centric company, and few departments have as direct an impact on that mission as our Customer Service team. We're an inclusive team who empower and look after our people, so they have the time and energy to focus on our customers’ happiness. Our goal is to reduce customer effort every way we can, helping them get the best results quickly and efficiently. We support our self-service channels to offer expert insights into our customers’ most complex issues.

Within Customer Service, there are opportunities in process improvement, customer experience, data analysis and customer retention. The CS team is always looking for ways to make Amazon’s customer service even better, and we need excellent people to make that happen.

Basic qualifications

- High school or equivalent

- Experience in Customer Service

- Experience working with computers and Microsoft Office (including Outlook, Word, and Excel)

- Experience prioritizing and managing time effectively in dynamic environments

- Familiarity with multiple web browsers, data base searching and instant messenger tools

Preferred qualifications

- Bachelor's degree or equivalent

- Experience in understanding performance metrics and developing them to measure progress against key performance indicators

- Experience with written and verbal communication and presentation

- Experience working on a merchandising/brand ambassador team for a nationally recognized consumer brand

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

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.

The starting pay for this position is listed below. Final starting pay will be based on factors including experience, qualifications, and location. Starting Day 1 of employment, Amazon offers EAP, Mental Health Support, Medical Advice Line, 401(k) matching. Learn more about our benefits at https://hiring.amazon.com/why-amazon/benefits.

USA, MA, Worcester - 18.65 - 25.96 USD hourly