Job Description

Amazon is seeking articulate strategic applicants with a desire to work directly with customers law enforcement and drivers to mitigate security and operational risks and bring to successful resolution in support of our Shipping and Delivery Support (SDS). SDS is the heart of transportation across the Amazon Supply Chain network supporting multiple regions such as US CA MX UK India and many countries within EU. It ensures hassle-free timely pick-up and delivery of freight from vendors to Amazon Fulfillment Centers (FC) carrier hubs and customers. The applicant will exemplify the Amazon Customer Service goal to be Earths most customer-centric company by solving driver and customer problems appearing throughout all delivery experiences.

This unique role handles law enforcement customer and driver contacts through different communication channels including phone email and chat. Demonstrated ownership customer obsession and concise oral and writing skills are crucial requirements for this role.

This role will be located at our Global Security Operations Center (GSOC). The GSOC provides: global regional localized crisis management coordination and facilitation regional geopolitical and security risk monitoring and expertise and assistance with alarm monitoring services for Amazons regional locations coordinates and facilitates the crisis management response to significant Workplace Incident Management events (workplace violence; WIM) troubleshoots issues with the alarm access control system and issues credentials to critical data locations among other daily service and projects

Key job responsibilities
- Support to drivers on-road and customers receiving shipments handled by Amazon Logistics by researching and troubleshooting with internal tools along with triaging incidents which could occur during delivery of customers orders.
- Be an excellent communicator and influencer with the ability to facilitate the flow of information between different internal and external customers (Delivery Associates/Delivery Service Providers/Station Managers/Customer Service Associates/Amazon Logistic Customers)
- Quickly resolves any potential issues that may impact driver and customer delivery experience.
- Manage email and phone communications providing and supporting other functions and/or projects tasked by the Crisis Operations Manager or Assistant Crisis Operations Manager.
- Shift work will be required potentially to include nights weekends and Public Holidays.
- Must be willing to support any schedule during our DAY NIGHT or MIXED hours shifts.
- We are open 24 hours and day and 7 days a week

A day in the life
The Escalations Specialist will intake both last mile and under the roof emergency incidents that impact operations life/safety and Amazon brand. Assisting in the notification process of Amazon and their stakeholders.

Candidates for this role must have conversational level fluency in Spanish.

Amazon offers a full range of benefits that support you and eligible family members including domestic partners and their children. Benefits can vary by location the number of regularly scheduled hours you work length of employment and job status such as seasonal or temporary employment. The benefits that generally apply to regular full-time employees include:

1. Medical Dental and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan

If you are not sure that every qualification on the list above describes you exactly wed still love to hear from you! At Amazon we value people with unique backgrounds experiences and skillsets. If youre passionate about this role and want to make an impact on a global scale please apply!

About the team
The Global Emergency Escalations team consist of Escalations Specialist operating in 14 different languages supporting last mile deliveries globally consisting of Crisis Managers and Escalation Specialist. They intake incidents assisting reporting persons that include customers community members law enforcement and delivery drivers. We specialize in supporting last mile on the road incidents and assisting Amazon sites globally.

- High school or equivalent diploma
- Work a flexible schedule/shift/work area including weekends nights and/or holidays
- 3 months of customer service experience/Operation Call/Command Center work environment
- Typing skills at 35 words per minute with high accuracy

- Demonstrates effective clear and professional written and oral communication and attention to detail
- Demonstrates effective communication composure empathy and a positive professional attitude

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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience qualifications and location. Amazon also offers comprehensive benefits including health insurance (medical dental vision prescription Basic Life & AD&D insurance and option for Supplemental life plans EAP Mental Health Support Medical Advice Line Flexible Spending Accounts Adoption and Surrogacy Reimbursement coverage) 401(k) matching paid time off and parental leave. Learn more about our benefits at AZ Goodyear - 22.00 - 31.00 USD hourly

Required Experience:

IC

Job Tags

Hourly pay, Full time, Temporary work, Seasonal work, Worldwide, Flexible hours, Shift work

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