Amazon Global Logistics in China is a team of highly experienced logistics professionals actively participating in Amazon's international expansion goals. Our team is responsible for providing FBA Sellers a one-stop shop for international transportation service, providing end-to-end supply chain solutions for our Customers. We are seeking a highly motivated leader with strong Logistics, Operations and Service background to join us as the leader for seller service experiences.
Key job responsibilities
Key job responsibilities
1. Act as a role model to develop and manage the projects of strong deliverables for seller shipment issues escalated from front-end team.
2. Dive deep into to the seller escalations and identify service and process opportunities to drive the process improvement.
3. Collaborate with Destination partner teams to focus on escalation dive deep, resolution and improvement of the whole escalation journey and drive the issue resolution.
4. Initiate the process change, draft and reflect the change process in SOP management with Sales, Ops and destination partners.
5. Deal with ambiguity and complexities, manage operational issues by developing, tracking and analyzing key escalation performance.
6. Engage with key stakeholders to escalate and call out the pain points to drive the initiatives to reduce shipment defects and non-compliance, and driving continuous improvements.
7. Serve as primary interface with cross function teams in sales, product, program and tech for new project, product and system launches.
8. Be the Voice of the Sellers, and provide feedback to the team to improve performance and seller experience.
9. Provide regular performance metrics report focusing on seller contact and escalation experiences.
10. Build up the mechanisms for Call Center management and functional excellence support structure.1. Fluent in Mandarin and English for verbal communication and writing skills.
2. Rich experience in managing operations, customer service teams with extensive knowledge in Logistics.
3. Understand legal and commercial framework and E2E operation across all the logistics products and processes including Ocean, Customs Documentation, import/export, international trade, and trade Compliance.
4. 5+ years experiences in freight forwarding focusing on Customer Service, Operations, or Key Account management.
5. Must be self-motivated/self-directed, and able to manage multiple work streams simultaneously and flawlessly.
6. Good influential skills to effectively communicate, negotiate, and manage business partners.
7. Convey a sense of urgency, drive issues to closure, persist despite of obstacles and opposition, be passionate about customer obsession and cost, and be effective when working under pressure.
8. Excellent communication, proactive and exhibit excellent problem-solving capabilities.
9. Excellent project management skills with a proven ability to design effective solutions and drive projects to successful implementation.1. Advanced degree in Engineering, Logistics, Supply Chain, Transportation, or a related field.
2. Prior experiences in managing Customer Service, Operations and Project Management.
3. Experience in cross boarder logistics in e-commerce.
4. Certified in Quality, Six Sigma, or Lean.
5. Proven experience in leading cross-functional projects and managing company-wide programs.
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