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Description

Amazon's Global Logistics Shipper Experience organization is seeking a highly skilled and motivated Sr. Account Specialist to assist in the management of daily freight movements and resolve disruptions impacting shipments flowing into our North American fulfillment centers. This is an exciting opportunity to join our team and have a positive impact on Amazon, our transportation partners, and ultimately our customers. When inbound transportation disruptions occur, you'll be at the forefront of working with shippers and carriers to resolve these issues and ensure our customers get shipments on time.

In this role, you will join the Domestic First Mile Shipper Support team to create solutions and take actions to ensure that freight arrives at our fulfillment centers as scheduled. We are focused on learning, innovating, and maintaining a customer-centric approach. We are looking for candidates who can analyze complicated problems, dive deep into data from reports and tools to understand root causes driving shipper issues, and drive resolution to disruptions in the inbound processes. You have the ability to conduct root cause analysis to identify and eliminate defects within current systems and processes. Regular and ongoing communications with Amazon's Small and Medium (SMB) shippers, carriers, and internal stakeholders will be required while having the ability to work independently.


Key job responsibilities
- Lead daily team reviews and provide clear commentary on metrics during Daily Business Reviews, identifying workflow improvements and process enhancements.
- Manage outreach to SMB shippers with varying operational proficiency, influencing them to improve their operations for long-term success.
- Conduct trend analysis to identify scalable solutions, supporting team goals and delivering measurable results for core metrics.
- Build processes and SOPs that accelerate team performance.
- Systematically escalate problems to relevant owners and follow through on resolutions.
- Pull data from multiple databases (Excel, Access, SQL) and perform ad hoc analysis to resolve dwelling ARNs.
- Train new hires and provide ongoing coaching to team members.
- Quickly understand business impact of trends and make data-driven decisions with appropriate trade-offs.
- Communicate clearly in verbal and written formats, fielding questions and following up promptly.


A day in the life
You will work on a team focused on resolving inbound transportation disruptions and ensuring freight flows smoothly into our fulfillment centers. Your day will involve analyzing data from multiple systems to identify root causes of missed pickups and dwelling ARNs, conducting direct outreach to shippers with varying operational capabilities to resolve issues and coach them toward operational improvements, and leading daily team reviews where you'll provide insights on metrics and workflow enhancements. You'll manage trend analysis to identify scalable solutions, develop SOPs that accelerate team performance, and work cross-functionally to ensure timely resolution of transportation disruptions.

About the team
The Shipper Support team is part of Amazon's Global Logistics Shipper Experience organization, dedicated to ensuring seamless inbound freight operations across our domestic first mile supply chain network. Our team combines data analysis, direct shipper engagement, and process improvement expertise to detect, prevent, and resolve transportation disruptions before they impact our customers. We foster a culture of continuous learning and innovation, where team members are encouraged to dive deep into problems and develop creative solutions to emerging challenges. As we grow, we're building scalable processes and tools that will shape the future of shipper support at Amazon.