Are you passionate about motivating and developing a team of driven, customer-obsessed associates? Do you love diving into systemic delivery issues and developing solutions to challenging problems? If yes - we have the role for you!
Amazon is looking for a Customer Service Team Manager working within our Delivery Station Liaison team who will have responsibility for approximately 20 associates supporting our last-mile delivery network across Spain (AMZL). You'll act as the critical bridge between Customer Service and Delivery Station operations, ensuring real-time resolution of customer delivery escalations and driving Same-Day Delivery Success Rate (DSR) performance.
The number one priority is ensuring your associates are supported to deliver a world-class customer experience. As a DSL Team Manager, you'll set the vision and culture of your team by creating individual and team performance goals, maintaining focus on improving customer satisfaction through delivery recovery, and identifying systemic delivery issues to implement dynamic solutions.
The ideal Team Manager understands that supporting their people is the most important role they perform. You are open and approachable, engage with your people individually to understand how to most effectively coach and motivate them, and invest time developing your team to feel supported to become legends. You build an inclusive work environment where associates are engaged and feel a positive sense of achievement about their role in recovering deliveries for our customers.
Successful Candidates Will Demonstrate:
Leadership:
- Effectiveness and previous experience in developing a team of customer service associates.
- Understanding of effective coaching techniques and ability to support people through individual development plans.
- Proficient listening and overall communication skills - a positive communicator who is sensitive to having difficult conversations to motivate associates
- Ability to confidently facilitate team discussions, engage team members in group settings, and communicate business messages
- Demonstrates a high level of professionalism and is approachable
Operational Delivery:
- Strong time management and organizational skills with the ability to prioritise workload for ever-changing priorities
- Completes tasks on time to a high quality standard
- Develops and achieves performance goals and objectives in line with network-wide vision
- Data-driven mindset — comfortable interpreting performance metrics and using reporting tools to drive actions
- Ability to lead without authority to drive stakeholder engagement
Key job responsibilities
Manage, coach, and develop a team of 20 (approx) DSL associates handling reactive and proactive customer delivery contacts across Spanish stations (DS, XPT, AMPL,Hub)
Own DSR performance for your pod, identifying miss trends and root causes and driving corrective actions with stations and DSP partners
Coordinate real-time with Hub Delivery Partners, Delivery Service Partners (DSPs), and station operations to resolve urgent customer escalations
Conduct weekly deep dives into station performance and WoW trends; present findings at WBR and alignment meetings
Help associates understand the performance bar and support them to reach it through effective coaching and individual development plans
Encourage and drive team engagement; take action on issues and opportunities raised in Gemba discussions or continuous improvement initiatives
Collaborate cross-functionally with ER, Operations Managers, and EMEA DSL leadership on process improvement and team engagement initiatives
About the team
The Delivery Station Liaison (DSL) team are the voice of the customer from within Amazon Logistics (AMZL) sites. The team prioritise same day delivery reattempts to deliver for the customer and work in a pre-emptive manner to remove any potential barriers to deliver. All of this is completed whilst providing first in class customer service via outbound calls to our customers.
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Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
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.
