DESCRIPTION

Job summary
NOC (Network Operations Center) is the central command and control center for ‘Transportation Execution’ across the Amazon Supply Chain network supporting multiple geographies like NA, India and EU. It ensures hassle free, timely pick-up and delivery of freight from vendors to Amazon fulfillment centers (FC) and from Amazon FCs to carrier hubs. In case of any exceptions, NOC steps in to resolve the issue and keeps all the stakeholders informed on the proceedings. Along with this tactical problem solving NOC is also charged with understanding trends in network exceptions and then automating processes or proposing process changes to streamline operations. This second aspect involves network monitoring and significant analysis of network data. Overall, NOC plays a critical role in ensuring the smooth functioning of Amazon transportation and thereby has a direct impact on Amazon’s ability to serve its customers on time.
This role is based in GSF-CO, which is a part of NOC. This team acts as a single point of contact for Global Specialty Fulfillment Operations (Amazon Fresh and Sub-Same Day Delivery).

Purview of a Transportation Specialist
In this role, the candidate will work with business and operations team to solve customer escalations, analyze historic results, initiate programs – all in an environment of rapid growth and increasing complexity. Candidate will drive improvements to the visibility tools, methods, and processes utilized by the team to increase the availability and granularity of actionable data to internal and external partners. The successful candidate must show significant ownership on customer issues and proactively initiate SOPs and process changes as required. He/she will be passionate about their work, detail-oriented, and have excellent problem-solving abilities. He/she will have superb communication and customer-relationship skills, outstanding analytic insight, and be a passionate advocate of customer to other stakeholders. He/she will drive towards simple, scalable solutions to difficult problems, and have excellent project-management skills Responsibilities include, but are not limited to:
Communication with internal customers (CS, MM, LM, FC, Trans Program, HR).
Exceptional written and verbal communication skills with the ability to create compelling positioning / messaging strategy and present complex information clearly and concisely.
High attention to detail and proven ability to manage multiple, competing priorities simultaneously with minimal supervision.
Strong analytical, mediation and problem resolution skills.
Demonstrated leadership with a bias towards action, supporting a culture of ownership and learning.
Skilled in collaborative management environment, clear formal and informal communication with members of the remote and local management teams.
Strong understanding of process improvement techniques

Key job responsibilities
a. act and work as an SME to address customer, operational and technical concerns impacting customer or operations.
b. coordinate with stakeholders and work on permanently resolving these concerns by setting up SOPs/automation
c. deep dive on customer and Ops escalations with corrective and preventive actions
d. run defect reduction programs by coordinating with various cross functional teams
e. manage shift operations
f. develop reports

A day in the life
a. check associate roster plan for the day and the stores assigned to the person
b. check performance of previous day across PDR, Scan Compliance, Cash Debrief etc.
c. get insights related to gaps in the above metrics and send e-mails to various POCs to help resolve these issues
d. setup connects with stakeholders to highlight these concerns and resolve them
e. send weekly performance update and action items to improve the performance
f. support associates in rescue of shipments
g. setup daily huddle to discuss performance, key updates and train associates to ensure performance is defect free.

About the team
Remote Operations manage station operations for Hybrid stores located in Tier 2 and Tier 3 cities. Team comprises of associates whose primary job is
a. Order assignment via LMDP
b. On-road exception management (Orders not picked up, Orders not delivered, etc.)
c. Mark back to Origin Scans for orders returned back to the station
d. Update Cash collected from DPs/DAs in portals
e. Update Cash handed over to Bank in portals

BASIC QUALIFICATIONS

Bachelor’s degree
10-24 months of work experience
Good communication skills – Transportation Specialist will be facilitating flow of information between external teams
Proficiency in Microsoft Excel (pivot tables, vlookups)
Demonstrated ability to work in a team in a very dynamic environment

PREFERRED QUALIFICATIONS

Logistics background
Lean/six sigma training is a plus
Proficiency in SQL/Python