ICQA Escalation Specialist

JOB DESCRIPTION
Our overall mission is simple: We want Amazon to be the place where our customers can find discover and buy anything online. Operations is at the heart of Amazon customer experience. Each action we undertake is done on behalf of our customers as meeting their expectations makes us feel good. Whatever our customers want we will find the means to deliver it. With your help Amazon will continue to enable people to discover new worlds and implement innovation. This is your chance to make history.
Role: Escalation Specialist role in Inventory Control and Quality Assurance (ICQA)
The ICQA team is seeking an excellent individual who is interested in becoming an Escalation Specialist (ES). The Escalation Specialist reports into the local ICQA organization and is a key link between Fulfillment Center and Customer Service. The Escalation Specialist analyzes and solve operation issues that may have impact on Customer and acts on Customer issues to solve them and prevent further defects. Escalation Specialists holds responsibilities specific to the different FC areas to connect them for quick problems resolution. The ES will have the drive to develop and enhance existing skills and knowledge and meet targets and productivity expectations in line with company goals.


Key job responsibilities
Responsibilities
Act as the link between Customer Service and the ICQA and Operations team
Contribute to solve operation issues to avoid impact on Customers and prevent future reoccurrence
Support Customer Service requests related to stuck shipments customer complaints catalogue errors and process issues
Perform Concession researches analysis and escalations
Conduct special research and deep dives identify trends and generate reports that drive actions
Support other Escalation Specialists as required
Assist in ensuring successful area performance by analysis and reporting on business performance
Research free replacements daily and provide detailed analysis of the errors
Apply Amazon policies and guidelines related to ES role and general processes
Support and work in the department as required
Fully understands workflow and daily production goals



1 years of Microsoft Office products and applications experience
High school or equivalent
Work a flexible schedule/shift/work area including weekends nights and/or holidays
Can lift up to 49 pounds stand/walk during shifts lasting up to 12 hours and be able to frequently push pull squat bend and reach

2 years of Amazon Amnesty Floor Monitoring experience

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