Sr Manager - Customer Experience Claims Management
Amazon.com
Luxembourg, LU
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CONTEXT

Have you ever ordered a product on Amazon websites and when the box arrived wondered how you got it so fast, how much it would have cost Amazon, what kinds of transportation systems & processes must be running behind the scenes, and which contractual arrangements exist with our transportation carriers to organize parcels deliveries?

Do you like speed and fast moving environments? Do you look for a role where you can make a major impact on customer experience?

Are you interested to apply leading edge technical skills to deliver multi-million euros savings? Do you look for an opportunity to navigate between running complex and analytical deep dives and preparing and moderating executive strategic meetings with of our main suppliers?

Do you want to join a young, dynamic, and successful team? Do you want to play a role in the rapid development of Amazon in Europe?

If so, the Global Delivery Services Procurement team is for you.

Amazon seeks a Customer Experience Claims Manager to join our GDS Procurement Department in Europe.

Every customer expects his delivery on time, delivered according to their preferences, without damages - and with the famous smile.

However, sometimes our delivery partners fail on this customer experience expectation (and on agreed obligations). This role is all about holding our partners accountable in a fact based, transparent and fair way.

You will work with Europe's largest and best delivery companies on Senior level and take the lead to follow through with carriers to ensure they live up to Amazon's customer obsession driving efforts across a broad group of x-

functional partners within Amazon (Operations, Finance, Legal).

The role is located in Luxembourg. Luxembourg is a city widely known for its beautiful setting and its openness to foreign nationals who represent over half of the population.

The city is located in a very privileged region of Europe with several major European cities within a 3-hour radius.

GDS Procurement at Amazon Europe is all about creating and adding value through great category management, leadership, sourcing activities and supplier management.

Our team looks after suppliers across a full range of transportation sub-categories - including postal services, express deliveries and value added delivery services.

MAIN RESPONSIBILITIES

  • Set up / enhance carrier specific reporting in line with contractual carrier agreements on key performance indicators for customer experience, such as on time delivery, loss & damages, etc.
  • you will work with our data analytics experts on this)

  • Manage the process of collecting claims for non-performance compensation end-to-end
  • Identify and drive opportunities to improve communication with Carriers / optimize existing follow-through processes cross-functionally
  • Become thought leader and expert within GDS Procurement for appropriate terms & conditions to take carrier relationships to the next level of contractual performance commitments
  • BASIC QUALIFICATIONS & SKILLS

  • Strong interpersonal influencing and communication skills are essential
  • Excellent command of the English language
  • Strong problem solving and project management skills with a track record of delivering tangible results for the business and building scalable and effective processes / tools
  • High level of numeracy, analytical and problem solving skills
  • Financials understanding and business acumen
  • Experienced in negotiations involving senior leaders of partner organization
  • A flexible, highly motivated self-starter, eager to develop pragmatic approaches / solutions to drive simplification and to succeed in a challenging environment

    5 years professional experience in a procurement, sales, claims management or contracting role

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