Amazon Business Services (ABServ) is seeking an Operations Specialist to support day-to-day execution across our rapidly growing services operations. This role is an individual contributor position that plays a key part in ensuring operational continuity, customer satisfaction, and adherence to ABServ standards.
The Operations Specialist will support a wide variety of operational activities ranging from customer-facing issue resolution to internal process management. The ideal candidate is detail-oriented, process-driven, and customer-obsessed, with the ability to manage multiple priorities in a fast-paced environment. This position will be based in San Jose, Costa Rica, and will support US operations.
Key job responsibilities
• Manage appointment rescheduling requests to ensure timely service delivery.
• Process manual orders and non-inventory orders to support customer needs and operational requirements.
• Load and maintain restock planograms and vending machine planograms to ensure accuracy and efficiency.
• Process SIM tickets in alignment with operational standards.
• Build, update, and maintain vending reporting to support data visibility and decision-making.
• Perform vending machine administration tasks, including roster updates.
• Respond to Voice of Customer tickets and emails, ensuring customer issues are resolved to ABServ standards.
• Partner with ABServ Operations team members to identify and address recurring issues and opportunities for process improvement.
• Maintain high standards for accuracy and timeliness across all responsibilities.
A day in the life
An Operations Specialist's typical day begins by monitoring ABServ systems and triaging priorities across multiple operational streams.
Morning activities include reviewing automated ordering systems to ensure inbound packages arrive at the right locations on schedule, auditing 3P vendor compliance to confirm all audits were completed on time and in full, and checking customer service queues to verify all inquiries were addressed within SLA.
Throughout the day, the specialist investigates and resolves operational issues—triggering manual orders for non-inventory items, processing appointment rescheduling requests to accommodate customer needs, adjusting service schedules based on real-time constraints, and reviewing appointment completion proofs for quality assurance.
They also manage vending machine operations by loading and updating planograms, maintaining rosters, building reporting dashboards for data visibility, and guiding technicians through troubleshooting steps when machines require support.
A significant portion of the day involves responding to Voice of Customer tickets and emails, ensuring each issue is resolved to ABServ standards while maintaining excellent communication with internal teams, customers, and vendors. The specialist wraps up by processing SIM tickets, updating operational documentation, and partnering with the broader ABServ Operations team to identify recurring issues and opportunities for process improvement—all while managing multiple priorities simultaneously in a fast-paced, detail-oriented environment.- Experience prioritizing and managing multiple responsibilities
- • 1+ years of experience in operations, administrative support, or a related role.
- • Strong attention to detail and ability to follow standard operating procedures.
- • Strong written and verbal communication skills in English.
- • Proficiency in Microsoft Office or equivalent productivity tools.
- • Customer-obsessed mindset with demonstrated ownership of issue resolution.- Experience working in a fast paced, quickly changing or international environment
- Experience with tools/systems to analyze data including Excel, Access, SQL or other data management systems
- • Background in operations support, supply chain, or customer service.
- • Knowledge of SQL or Amazon QuickSight (not required; training will be provided on all necessary tools).
- • Track record of process adherence and continuous improvement.
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