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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 Responsibilities:- Lead as a role model to develop and manage the projects of strong deliverables for seller shipment issues escalated from front-end team.
- Dive deep into to the seller escalations and identify service and process opportunities to drive the process improvement.
- Collaborate with Destination partner teams to focus on escalation dive deep, resolution and improvement of the whole escalation journey and drive the issue resolution.
- Initiate the process change, draft and reflect the change process in SOP management with Sales, Ops and destination partners.
- Deal with ambiguity and complexities, manage operational issues by developing, tracking and analyzing key escalation performance.
- 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.
- Serve as primary interface with cross function teams in sales, product, program and tech for new project, product and system launches.
- Be the Voice of the Sellers, and provide feedback to the team to improve performance and seller experience.
- Provide regular performance metrics report focusing on seller contact and escalation experiences.
- Build up the mechanisms for Call Center management and functional excellence support structure.
We are open to hiring candidates to work out of one of the following locations:
Chengdu, 51, CHN
BASIC QUALIFICATIONS
- Fluent in Mandarin and English for verbal communication and writing skills.
- Rich experience in managing operations, customer service teams with extensive knowledge in Logistics.
- 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.
- 5+ years experiences in freight forwarding focusing on Customer Service, Operations, or Key Account management.
- Must be self-motivated/self-directed, and able to manage multiple work streams simultaneously and flawlessly.
- Good influential skills to effectively communicate, negotiate, and manage business partners.
- 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.
- Excellent communication, proactive and exhibit excellent problem-solving capabilities.
- Excellent project management skills with a proven ability to design effective solutions and drive projects to successful implementation.
PREFERRED QUALIFICATIONS
- Advanced degree in Engineering, Logistics, Supply Chain, Transportation, or a related field.
- Prior experiences in managing Customer Service, Operations and Project Management.
- Experience in cross boarder logistics in e-commerce.
- Certified in Quality, Six Sigma, or Lean.
- Proven experience in leading cross-functional projects and managing company-wide programs.
