Shipper Success Specialist (Italian/Spanish)

About the role

Amazon Shipping is a delivery service for e-commerce shippers (vendors and sellers) that offers competitive rates and delivery speeds. The Enterprise Shipper Support team listens to shippers, escalates pain points and helps build a scalable, profitable network. As a Shipper Success Specialist in San Jose, Costa Rica, you will support enterprise shippers, handle complex inquiries and escalations, resolve shipper issues, identify trends and contribute to continuous improvement.

Key responsibilities

• Provide high-touch support to enterprise shippers, resolving day-to-day inquiries and complex escalations with urgency
• Advocate for shippers by escalating critical issues and following them through to resolution
• Maintain knowledge of Amazon Shipping services, policies and procedures
• Analyze shipper issues, find root causes and work with cross-functional teams on solutions
• Document pain points and give insights to leadership on product and process improvements
• Create and maintain internal knowledge resources for the team
• Track and report key performance metrics and improve service quality

Required profile

• Fluent speaking, writing and reading in Italian; fluent speaking, writing and reading in Spanish and English at C1 level or above
• Bachelor's degree or equivalent
• Experience managing multiple projects, prioritizing, planning and meeting deadlines
• Ability to work proactively and independently
• 1+ years of experience with a CRM tool

Required skills

• Analytical, sales and productivity tools such as Oracle Business Intelligence, Salesforce, Microsoft Office, OneNote and SharePoint
• English communication, written and verbal

Preferred: program management, logistics, operations, supply chain or transportation experience; startup or enterprise customer experience; defining requirements and using data and metrics for business insights.