Escalation Specialist

Shipper Support Case Specialist (L3)

Join Amazon's Shipper Support Case Team to provide critical support to vendors and sellers utilizing Amazon's Inbound Transportation Services. In this role, you'll resolve operational challenges, ensure service quality, and maintain excellent relationships with Amazon's extensive shipper network.

Key Responsibilities:

• Process and resolve shipper support cases through our proprietary communication platform
• Research and resolve missed pickup issues and other transportation disruptions
• Maintain case resolution goal rate
• Conduct proactive outreach calls when necessary
• Document case resolutions and maintain accurate records for continual improvements
• Collaborate with carriers and vendors to ensure successful freight pickup and delivery
• Apply critical thinking skills to solve complex logistics challenges

Skills: customer service, Excel, written communications skills, logistics, transportation, account management, inventory, supply chain, freight

Top Skills Details: customer service, Excel, written communications skills

Additional Skills & Qualifications:

• Basic Qualifications: Strong analytical and problem-solving abilities
• Excellent written and verbal communication skills
• Basic computer proficiency, including experience with spreadsheets and data filtering
• Ability to work independently and think critically
• Strong attention to detail and accuracy
• Customer service orientation
• Preferred Qualifications: Familiarity with transportation terms and supply chain concepts
• Experience with AI and Large Language Models
• Previous experience in logistics, banking, insurance, or related fields requiring data analysis
• Experience in roles requiring verification and validation of information
• Track record of career growth in previous positions

The Ideal Candidate: We're looking for "thinkers" who can: Go beyond following instructions to find creative solutions Connect dots and scale up solutions Handle ambiguous situations with confidence Maintain high accuracy while meeting productivity goals Build effective relationships with vendors and carriers

Experience Level: Intermediate Level

Job Type & Location: This is a Contract to Hire position based out of Tempe, AZ.

Pay and Benefits: The pay range for this position is $22.00 - $22.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision; Critical Illness, Accident, and Hospital; 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available; Life Insurance (Voluntary Life & AD&D for the employee and dependents); Short and long-term disability; Health Spending Account (HSA); Transportation benefits; Employee Assistance Program; Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type: This is a fully onsite position in Tempe, AZ.

Application Deadline: This position is anticipated to close on May 27, 2026.