Escalations Specialist Dutch, Worldwide Operatons Security (WWOS)

Overview Escalations Specialist Dutch, Worldwide Operations Security (WWOS) – Job ID: 3073867 | Amazon.com Services LLC. Amazon is seeking articulate, strategic applicants who want to work directly with customers, law enforcement and drivers to mitigate security and operational risks and bring to successful resolution in support of our Shipping and Delivery Support (SDS). SDS is the heart of transportation across the Amazon Supply Chain network, supporting multiple regions such as US, CA, MX, UK, India, and many countries within the EU. It ensures hassle-free, timely pick-up and delivery of freight from vendors to Amazon Fulfillment Centers (FC), carrier hubs, and customers. The role reinforces Amazon's Customer Service goal to be Earth's most customer-centric company by solving driver and customer problems across delivery experiences.This unique role handles law enforcement, customer and driver contacts through multiple channels including phone, email, and chat. Demonstrated ownership, customer obsession, and concise oral and writing skills are crucial. The role is located at the Global Security Operations Center (GSOC), which provides crisis management coordination, regional geopolitical and security risk monitoring, and assistance with alarm monitoring services for Amazon locations, among other daily services and projects.Key responsibilities Support to drivers on-road and customers receiving shipments handled by Amazon Logistics by researching and troubleshooting with internal tools, and triaging incidents during delivery of customer orders.Be an excellent communicator and influencer with the ability to facilitate the flow of information between internal and external customers (Delivery Associates/Delivery Service Providers/Station Managers/Customer Service Associates/Amazon Logistic Customers).Quickly resolve any issues that may impact driver and customer delivery experience.Manage email and phone communications, providing and supporting other functions or projects tasked by the Crisis Operations Manager or Assistant Crisis Operations Manager.Shift work will be required, potentially including nights, weekends and public holidays. Willing to support any schedule during DAY, NIGHT, or MIXED hours shifts. We are open 24 hours a day, 7 days a week.A day in the life The Escalations Specialist will intake last mile emergency incidents that impact operations, life/safety, and the Amazon brand, assisting in the notification process of Amazon and stakeholders.Benefits Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits vary by location, regular hours, employment status, and job status (e.g., seasonal or temporary). Benefits generally include:Medical, Dental, and Vision CoverageMaternity and Parental Leave OptionsPaid Time Off (PTO)401(k) PlanBASIC QUALIFICATIONS High school or equivalent diplomaConversational level fluency in Dutch3+ months of customer service experience/Operations Call/Command Center work environment1+ years of experience with MS Office Suite (Word, PowerPoint, Excel, Outlook, InfoPath, SharePoint)Experience multitasking in a command center environment, handling multiple phone lines, prioritizing email, IM, and ticket-related communicationsTyping speed of 35 words per minute with high accuracyExperience navigating the internet and websitesPREFERRED QUALIFICATIONS Bachelor's degree in Criminal Justice, Political Science, Crisis Management, Business Administration or similarEmpathy, patience, and ownership in customer interactionsExperience resolving conflicts and setting expectations with customersExperience providing crisis management triageStrong performance, quality and productivity recordsAbility to work in fast-paced environments and manage workload during stress or escalated activityClear, professional written and oral communication with attention to detailCustomer-focused with logical problem-solving and good judgmentEqual opportunity employer statement: Amazon is an equal opportunity employer and does not discriminate on protected veteran status, disability, or other legally protected status. For accommodations during the application or hiring process, please visit the Amazon accommodations page.#J-18808-Ljbffr

Overview Escalations Specialist Dutch, Worldwide Operations Security (WWOS) – Job ID: 3073867 | Amazon.com Services LLC. Amazon is seeking articulate, strategic applicants who want to work directly with customers, law enforcement and drivers to mitigate security and operational risks and bring to successful resolution in support of our Shipping and Delivery Support (SDS). SDS is the heart of transportation across the Amazon Supply Chain network, supporting multiple regions such as US, CA, MX, UK, India, and many countries within the EU. It ensures hassle-free, timely pick-up and delivery of freight from vendors to Amazon Fulfillment Centers (FC), carrier hubs, and customers. The role reinforces Amazon's Customer Service goal to be Earth's most customer-centric company by solving driver and customer problems across delivery experiences.This unique role handles law enforcement, customer and driver contacts through multiple channels including phone, email, and chat. Demonstrated ownership, customer obsession, and concise oral and writing skills are crucial. The role is located at the Global Security Operations Center (GSOC), which provides crisis management coordination, regional geopolitical and security risk monitoring, and assistance with alarm monitoring services for Amazon locations, among other daily services and projects.Key responsibilities Support to drivers on-road and customers receiving shipments handled by Amazon Logistics by researching and troubleshooting with internal tools, and triaging incidents during delivery of customer orders.Be an excellent communicator and influencer with the ability to facilitate the flow of information between internal and external customers (Delivery Associates/Delivery Service Providers/Station Managers/Customer Service Associates/Amazon Logistic Customers).Quickly resolve any issues that may impact driver and customer delivery experience.Manage email and phone communications, providing and supporting other functions or projects tasked by the Crisis Operations Manager or Assistant Crisis Operations Manager.Shift work will be required, potentially including nights, weekends and public holidays. Willing to support any schedule during DAY, NIGHT, or MIXED hours shifts. We are open 24 hours a day, 7 days a week.A day in the life The Escalations Specialist will intake last mile emergency incidents that impact operations, life/safety, and the Amazon brand, assisting in the notification process of Amazon and stakeholders.Benefits Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits vary by location, regular hours, employment status, and job status (e.g., seasonal or temporary). Benefits generally include:Medical, Dental, and Vision CoverageMaternity and Parental Leave OptionsPaid Time Off (PTO)401(k) PlanBASIC QUALIFICATIONS High school or equivalent diplomaConversational level fluency in Dutch3+ months of customer service experience/Operations Call/Command Center work environment1+ years of experience with MS Office Suite (Word, PowerPoint, Excel, Outlook, InfoPath, SharePoint)Experience multitasking in a command center environment, handling multiple phone lines, prioritizing email, IM, and ticket-related communicationsTyping speed of 35 words per minute with high accuracyExperience navigating the internet and websitesPREFERRED QUALIFICATIONS Bachelor's degree in Criminal Justice, Political Science, Crisis Management, Business Administration or similarEmpathy, patience, and ownership in customer interactionsExperience resolving conflicts and setting expectations with customersExperience providing crisis management triageStrong performance, quality and productivity recordsAbility to work in fast-paced environments and manage workload during stress or escalated activityClear, professional written and oral communication with attention to detailCustomer-focused with logical problem-solving and good judgmentEqual opportunity employer statement: Amazon is an equal opportunity employer and does not discriminate on protected veteran status, disability, or other legally protected status. For accommodations during the application or hiring process, please visit the Amazon accommodations page.#J-18808-Ljbffr

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