ICQA Escalation Specialist

Overview Our overall mission is simple : We want Amazon to be the place where our customers can find, discover and buy anything online. Operations is at the heart of Amazon customer experience. Each action we undertake is done on behalf of our customers, as meeting their expectations makes us feel good. Whatever our customers want, we will find the means to deliver it. With your help, Amazon will continue to enable people to discover new worlds and implement innovation. This is your chance to make history.

Role Tier III - Escalation Specialist role in ICQA. The ICQA team is seeking an excellent individual who is interested in becoming an Escalation Specialist. The Escalation Specialist reports into the local ICQA organization and is a key link between FC’s and the Customer Service. He / She analyzes and solves operation issues that may have impact on Customer and acts on Customer issues to solve them and prevent further defects. Escalation Specialists hold responsibilities specific to the different Fulfillment Center areas to connect them for quick problem resolution. He / She will have the drive to develop himself / herself and enhance existing skills and knowledge and meet targets and productivity expectations in line with company goals.

Responsibilities

Act as the link between Customer Service and the ICQA and Operations team

Contribute to solve operation issues to avoid impact on Customers and prevent future reoccurrence

Support Customer Service requests related to stuck shipments, customer complaints, catalogue errors and process issues

Perform Concession researches, analysis and escalations

Conduct special research and deep dives, identify trends and generate reports that drive actions

Support other Escalation Specialists as required

Assist in ensuring successful area performance by analysis and reporting on business performance

Research free replacements daily and provide detailed analysis of the errors

Apply Amazon policies and guidelines related to ES role and general processes

Support and work in the department as required

Fully understands workflow and daily production goals

Qualifications

1+ years of Microsoft Office products and applications experience

High school or equivalent

Work a flexible schedule / shift / work area, including weekends, nights, and / or holidays

Can lift up to 49 pounds, stand / walk during shifts lasting up to 12 hours, and be able to frequently push, pull, squat, bend, and reach

Work 40 hours / week, and overtime as required

Expert in Microsoft Excel, VBA, SQL, and other databases

Ability of having developed tools, data collection processes, and data management systems

Ability to handle multiple, competing tasks in a deadline-driven environment

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