Operations Specialist – French (APEx)

About the role

The Operations Specialist (French) joins Amazon’s AMXL Proactive Execution (APEx) team in Costa Rica. This full‑time permanent position focuses on delivering exceptional product and service experiences for large‑item orders, handling delivery issues and communicating directly with customers in French.

Key responsibilities

• Own emerging issues that impact customers and business stakeholders, drive resolution and recommend preventive actions.
• Proactively monitor and resolve delivery defects for scheduled deliveries.
• Contact customers by phone to communicate solutions and updates on delivery issues.
• Provide timely, accurate, and professional customer service and contact resolution.
• Use internal dashboards to deliver accurate responses and an exceptional experience for business partners.
• Escalate system and process issues, as well as customer‑feedback trends, to management.
• Identify root causes of recurring issues and propose process‑improvement recommendations.
• Collaborate with cross‑functional teams to drive resolution and improve operations.

Required profile

• High school diploma or equivalent.
• At least 1 year of customer‑service experience.
• Fluent in written and spoken English and French.
• Legally authorized to work in Costa Rica.

Required skills

• Microsoft Excel, Word, SharePoint and PowerPoint.
• Six Sigma tools and Lean techniques.
• Project management experience.
• Familiarity with AI/ML technologies.
• Experience with Paragon, Station Command Center, OBLT and RCLP case and order management systems.