Escalations Specilist German, Global Security Organization; GSO

Escalations Specialist German, Global Security Organization (GSO)

Job :  |  Services LLC

Amazon is seeking articulate, strategic applicants with a desire 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 EU.

It ensures hassle‑free, timely pick‑up and delivery of freight from vendors to Amazon Fulfillment Centers (FC), carrier hubs, and customers. The applicant will exemplify Amazon’s Customer Service goal to be Earth’s most customer‑centric company by solving driver and customer problems appearing throughout all delivery experiences.

This unique role handles law enforcement, customer and driver contacts through different communication channels including phone, email, and chat. Demonstrated ownership, customer obsession, and concise oral and written skills are crucial requirements for this role.

The role will be located at our Global Security Operations Center (GSOC). The GSOC provides: global, regional, localized crisis management coordination and facilitation; regional geopolitical and security risk monitoring and expertise; alarm monitoring services for Amazon’s regional locations; coordination of crisis management response to significant Workplace Incident Management events (workplace violence, WIM); troubleshooting issues with the alarm access control system; issuing credentials to critical data locations;

and other daily service and projects.

• Support drivers on‑road and customers receiving shipments handled by Amazon Logistics by researching and troubleshooting with internal tools and triaging incidents that could occur during delivery of customer orders.
• Be an excellent communicator and influencer with the ability to facilitate the flow of information between different internal and external customers (Delivery Associates/Delivery Service Providers/Station Managers/Customer Service Associates/Amazon Logistics customers).
• Quickly resolve any potential issues that may impact driver and customer delivery experience.
• Manage email and phone communications, providing and supporting other functions and/or projects tasked by the Crisis Operations Manager or Assistant Crisis Operations Manager.
• Shift work will be required, potentially to include nights, weekends and public holidays.
• Be willing to support any schedule during our DAY, NIGHT, or MIXED hours shifts.
• Operate 24 hours, 7 days a week.

The Escalations Specialist will intake last mile emergency incidents that impact operations, life/safety, and Amazon brand, assisting in the notification process of Amazon and its stakeholders.

If you are not sure that every qualification on the list above describes you exactly, we’d still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!

The Global Emergency Escalations team consists of Escalations Specialists operating in 14 different languages supporting last mile deliveries globally. The team includes Crisis Managers and Escalation Specialists who intake incidents assisting reporting parties that include customers, community members, law enforcement, and delivery drivers. We specialize in last mile on‑the‑road incidents, investigating driver routes and assisting Amazon sites globally.

• High school or equivalent diploma
• Knowledge of Microsoft Office products and applications, including Word, PowerPoint, Excel, Outlook, Info Path, SharePoint, etc.
• Work a flexible schedule/shift/ work area, including weekends, nights, and/or holidays
• Experience in an IT/operations/call/command center work environment
• Conversational level fluency in German
• 3+ months of customer service experience/Operation Call/Command Center work…