**This is an Acting (temporary) position, which is unique to the Customer Service organization within Amazon. Acting roles are temporary positions deemed necessary to meet a business need within the organization. The position may last up to six months, but may end sooner. At the end of this acting assignment, the employee will revert back to their regular role and pre-assignment schedule.**
Are you passionate about helping people during times of need and solving problems for customers? Do you excel at managing complex situations? If you answered yes, this may be the role for you. Shipping & Delivery Support (SDS) is a customer service organization dedicated to create world class support for all Amazon Logistics customer segments. The Last Mile Incident Response team (LMIR) is looking for incident response Specialists (LMIR-S). LMIR provides incident support and resolution assistance to drivers delivering packages, customers receiving them, and community members involved in incidents.
The number one priority for this role is to provide a comprehensive resolution to affected individuals when an incident occurs. The role will require you to:
• Take calls and manage live events with incidents and multiple people involved (drivers, recipients, community members, local authorities, media, etc.)
• Provide proper course of action to customers to guarantee their safety
• Remain calm & empathetic at all times, and adhere to policies in order to deescalate the incident guaranteeing safety and resolution for our customers
• Collaborate and coordinate response with other stakeholders (local authorities, delivery stations, customer service teams, etc.)
• Identify if the incident can escalate into a crisis and request additional support from crisis management teams
• Be proficient in multitasking with different tools (case management, event management, claims, etc.)
• Document all information required to provide a resolution and relay it to involved stakeholders
The LMIR specialist must have complete ownership of incident management until resolution. The candidate must also have proven record of effective incident management. The LMIR specialist will handle all types of on road incidents impacting package deliveries such as mechanical (vehicle collisions, malfunctions, etc.), injuries (accidents, attacks, etc.), violence (threats, assaults, altercations, etc.), damages to property, amongst others. The candidate must be able to function authoritatively with ambiguous or incomplete information, and provide instructions to people under considerable stress or panic.• Applicants must be multilingual - English, Dutch to support both written and verbal communication
• 1+ years as customer service, or 911/ Emergency operator or flight attendant in a commercial airline
• Must be willing to work full time on site
• Must be able to work nights, weekends, and overtime as needed• Bachelor's degree
• 3+ months in an ECR, EDR, EXR, CASE, DART, Advanced Technician role or Leadership role
• College degree in crisis intervention, stress management or similar
• Is capable of articulating instructions clearly and effectively in writing and speech
• Ability to remain calm in a crisis or live incident
• Excellent listening skills
• Ability to multi-task and make difficult decisions in a fast-paced environment
• Is capable of determining which incident situations require the most immediate attention, prioritizing and triaging accordingly
• Possesses mental and emotional strength necessary to deal with stressful situations for extended periods of time
• Proficiency in technical writing and exposure to style guides
• Exceptionally strong customer handling and conflict resolution skills; focus on quality in customer care
• Detail-oriented, analytical, proactive approach to problem-solving and identification; ability to operate both a granular or macro level
• Strong written and verbal communication skills including the ability to comfortably engage with all levels of stakeholder up to CEO internally, and any driver externally; ability to translate technical jargon into everyday language
• Displays good judgment and discretion
• Project management skills (communication, planning, and documentation); proven ability to identify opportunities, and drive them through to completion
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.
