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Client Servicing Associate, Amazon Shipping
1 month ago
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 B2B relationships with our key shipper accounts.
We are seeking a street-smart, result-oriented candidate with B2B sales and business development 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.
You to create an understanding of the product and target market and create your account management strategy to retain and grow shippers and win business volume from them. Additionally, you will be responsible for maintaining positive shipper relations by managing critical input levers.
Key job responsibilities
Deliver positive experience to assigned shipper accounts and resolve all queries
. Develop individual client servicing strategy at a shipper-level
. Understanding and reinforcing the internal system and operational capabilities and align shipper expectations
. Resolve shipper queries by liaising with internal stakeholders across program, operations
. Action proactive and reactive measures on key service parameters like operations, claims and escalations
. Follow the standard operating processes to scale the working of the function.
A day in the life
A day in the life
1. Enabling data transparency through unblocking MIS queries
2. Ensure all API status-es are being pushed
3. Arrange pickup and deliveries for escalated shipments through effective LMR mechanism
4. Train shipper on passing correct NDR feedback and claims
5. Monitor shipper performance and drive insights
6. Identify NVA tasks and find solutions to automate or reduce the tasks
7. Be a custodian of shipper experience and cascade feedback internally
8. Act as an effective bridge between shipper and internal sales/ AM and cross-functional stakeholders
BASIC QUALIFICATIONS
- - Bachelor's degree or equivalent, or 2+ years of Amazon (blue badge/FTE) experience
- - Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
- - 3+ years of data analysis and formula creation in Microsoft Excel experience
- - Experience using data to drive root cause elimination and process improvement
- - More than 3 year of experience in B2B Client servicing or customer service
- - Experience in an analytical, results-oriented environment with external customer interaction.
- - Proven ability to understand the business by the numbers and streamline escalations
- - Excellent written and oral communication and presentation skills and the ability to express thoughts logically and succinctly.
- - Knowledge of English, Hindi is a must. Additional language knowledge will be an added advantage.
PREFERRED QUALIFICATIONS
- Bachelor's degree in operations, supply chain or logistics
- Experience working with e-commerce or logistics.
- Deep understanding of the B2C transportation landscape in India with prior interactions with shippers
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