Transportation Specialist I , Relay Ops

Job description

Amazon has one of the largest & most trusted shipping networks in India (ATS). We want to extend the benefits of these shipping services to D2C brands and SMBs for their own business to help them serve their customers better & in turn grow their business. This role will be responsible for managing and growing relationships with our key shipper accounts.We are seeking a street-smart, result-oriented candidate with B2B/SME Customer service or operations experience and preferably from the shipping & logistics industry. Candidate should be able to thrive and succeed in an entrepreneurial environment, and not be hindered by ambiguity or competing priorities and changing landscapes. One should be collaborative, but equally data-driven and analytical. The individual should constantly strive to expand our understanding of the metrics and industry.Additionally, you will be responsible for maintaining positive shipper experience by managing critical input levers.Key job responsibilities• Deliver positive experience to assigned shipper accounts and support SMs to grow volume while maintaining hygiene parameters• Help refine the business value proposition using local knowledge, secondary research and past data• Follow the standard operating processes to scale the working of the function.Key job responsibilitiesHandle customer inquiries regarding pickup schedules, delivery status, and shipping-related issuesProcess and investigate lost, damaged, or delayed package claimsRoot Cause Analysis (RCA) to be performed individually or support Sales Managers with RCA where necessary to improve performanceCoordinate with delivery partners and internal teams to resolve shipping complicationsManage pickup & delivery requests/EscalationsTrack packages and provide real-time updates to customers Action proactive and reactive measures on key business parameters like operations, claims, and receivablesIdentify and escalate critical issues when necessaryKey job responsibilitiesAmazon has one of the largest & most trusted shipping networks in India (ATS). We want to extend the benefits of these shipping services to D2C brands and SMBs for their own business to help them serve their customers better & in turn grow their business. This role will be responsible for managing and growing relationships with our key shipper accounts.We are seeking a street-smart, result-oriented candidate with B2B/SME Customer service or operations experience and preferably from the shipping & logistics industry. Candidate should be able to thrive and succeed in an entrepreneurial environment, and not be hindered by ambiguity or competing priorities and changing landscapes. One should be collaborative, but equally data-driven and analytical. The individual should constantly strive to expand our understanding of the metrics and industry.Additionally, you will be responsible for maintaining positive shipper experience by managing critical input levers.Key job responsibilities• Deliver positive experience to assigned shipper accounts and support SMs to grow volume while maintaining hygiene parameters• Help refine the business value proposition using local knowledge, secondary research and past data• Follow the standard operating processes to scale the working of the function.Key job responsibilitiesHandle customer inquiries regarding pickup schedules, delivery status, and shipping-related issuesProcess and investigate lost, damaged, or delayed package claimsRoot Cause Analysis (RCA) to be performed individually or support Sales Managers with RCA where necessary to improve performanceCoordinate with delivery partners and internal teams to resolve shipping complicationsManage pickup & delivery requests/EscalationsTrack packages and provide real-time updates to customersAction proactive and reactive measures on key business parameters like operations, claims, and receivablesIdentify and escalate critical issues when necessaryKey job responsibilitiesResponsibilities include, but are not limited to:· Communication with external customers (Carriers, Vendors/Suppliers) and internal customers (Retail, Finance, Software Support, Fulfillment Centers)· Ability to pull data from databases using Excel to perform ad hoc reporting and analysis as needed is a plus.· Develop and/or understand performance metrics to assist with driving business results.· Must be able to quickly understand the business impact of the trends and make decisions that make sense based on available data.· Must be able to systematically escalate problems or variance in the information and data to the relevant owners and teams and follow through on the resolutions to ensure they are delivered.· Work within various time constraints to meet critical business needs, while measuring and identifying activities performed.· Good communication, both verbal and written as one may be required to create a narrative outlining weekly findings and the variances to goals, and present these finding in a review forum..Providing real-time customer experience by working in fast pace operating environment. About the teamTrans specialist will be working a 9 hr shift and will be working on delivery/pick up escalations from shippers