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

• 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
• Ø Work successfully in a team environment as well as independently

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.