Escalations Specialist Dutch, Operatons Security; WWOS

Overview

Escalations Specialist Dutch, Worldwide Operations Security (WWOS) – Job  |  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.

• 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.

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.

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 Coverage
• Maternity and Parental Leave Options
• Paid Time Off (PTO)
• 401(k) Plan

• High school or equivalent diploma
• Conversational level fluency in Dutch
• 3+ months of customer service experience/Operations Call/Command Center work environment
• 1+ years of experience with MS Office Suite (Word, PowerPoint, Excel, Outlook, Info Path, SharePoint)
• Experience multitasking in a command center environment, handling multiple phone lines, prioritizing email, IM, and ticket-related communications
• Typing speed of 35 words per minute with high accuracy
• Experience navigating the internet and websites

• Bachelor’s degree in Criminal Justice, Political Science, Crisis Management, Business Administration or similar
• Empathy, patience, and ownership in customer interactions
• Experience resolving conflicts and setting expectations with customers
• Experience providing crisis management triage
• Strong performance, quality and productivity records
• Ability to work in fast-paced environments and manage workload during stress or escalated activity
• Clear, professional written and oral communication with attention to detail
• Customer-focused with logical problem-solving and good judgment

Equal 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.