DESCRIPTION:

Job Description for L2 associates

Overview
The L2 associate acts as the primary interface between Amazon and our delivery partners, so to our delivery partners- you ARE Amazon. L2 Associates are expected to identify DP concerns and work on troubleshooting delivery partner issues and provide process improvement suggestions.

Summary of Responsibilities
- Effectively communicate in a clear and professional manner at all times
- Provides/ expedites prompt and efficient service to Amazon customers/ delivery partners
- Effectively manage sensitive cases by reporting up the escalation matrix
- Demonstrate excellent time-management skills
- Maintains or exceeds targeted performance metrics
- Actively seek solutions through logical reasoning and identify trends to suggest process improvements

BASIC QUALIFICATIONS:

- Experience managing time efficiently, meeting personal goals, and working effectively with internal, partner, and customer teams
- Bachelor's degree, or a Master's degree and experience with qualitative research methods
- Bachelor's degree or above
- Experience in oral and written communication
- Can communicate effectively with all levels of the organization
- Experience that includes strong analytical skills, attention to detail, and effective communication abilities, or experience working with customers with a passion for delivering exceptional service
- Experience dealing effectively with customers during problem resolution and operating efficiently under pressure, or experience troubleshooting and documenting findings
- Knowledge of Windows desktop environment and use of Word, Excel, IE, Firefox etc.
- Experience in writing and editing with a strong command of grammar, punctuation and style
- Knowledge of working over internet and successfully navigating websites

PREFERRED QUALIFICATIONS:

- Experience in logistics
- Knowledge of and proficiency in Excel and SQL
- 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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.