Transportation Specialist I, ROC

About Amazon ROC (Relay Operation Centre): Join a team that offers best learning opportunities and work experience in transportation execution, supply chain and operations management. A place where you can start/restart/advance your career and progress to leadership roles at Amazon.

ROC (Relay Operation Center) is the central command and control center for ‘Transportation Execution’ across the Amazon Supply Chain network supporting multiple geographies like NA 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, ROC steps in to resolve the issue and keeps all the stakeholders informed on the proceedings.

In addition to support provided for the ATS organization, this organization supports externalization of ROC capabilities to external shippers and vendors.

Along with this tactical problem‑solving ROC 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, ROC plays a critical role in ensuring the smooth functioning of Amazon transportation network and thereby has a direct impact on Amazon’s ability to serve its customers on time.

Location: Bangalore, KA IND

Hours of Operation/Shift Timings: Rotational shifts (Position involves rotational shifts to support 24/7 operations. Schedule accommodations will be considered based on individual needs)

Medium of support: Multi‑mode (Voice and non‑voice)

A synopsis of a ‘Transportation Specialist’ role:

A Transportation Specialist at ROC facilitates flow of information between different stakeholders (Carriers/Hubs/Warehouses) and resolves any potential issues that impact customer experience and business continuity. The specialist works across two verticals – Inbound and Outbound operations.

• Inbound (IB) Operations deals with Vendor/Shipper/Carrier/Amazon Sites relationship, ensuring that the freight is picked‑up on time and is delivered at destination sites as per the given appointment.

• Outbound (OB) Operations deals with Amazon Sites/Carrier/Carrier Hub/Shipper destination sites relationship, ensuring that the outbound truck leaves Amazon sites/Shipper origin sites to deliver customer orders as per promise.

• Transportation Specialists address any potential issues such as appointment bookings, reschedules, in‑transit disruptions, weather impact situations, etc. occurring during the lifecycle of pick‑up to delivery.

• In addition to the IB or OB operations, transportation specialists support a variety of tasks such as load scheduling, load cancellations, supporting network capacity management, coordinating with non‑Amazon transportation organizations such as rail, sea, managing remote gate‑houses, equipment availability, equipment maintenance, etc.

A Transportation Specialist provides timely resolution to the issue in hand by researching and querying internal tools and by taking real‑time decisions. An ideal candidate should be able to understand the requirements from sites/carriers/shippers/drivers and analyze data to effectively communicate the resolution or actions with an effort to meet the network speed and customer promise. The candidate should have a basic understanding of logistics and be able to communicate clearly in written and oral form. The specialist should be able to ideate process improvements and drive them to conclusion.

Key job responsibilities

• Communicate with external customers (Carriers, Vendors/Suppliers, Shippers, Drivers) and internal customers (Amazon sites, business teams and stakeholders)
• Maintain high‑standards of quality and productivity standards in all transactions or conversations
• Must be able to understand the size of the problem and systematically escalates problems to the relevant owners and teams and follow through the closure of the issues
• Core responsibilities include working with Amazon internal tools, MS Outlook, Word and Excel
• Must be able to quickly understand the business impact of trends and make decisions in the best interest of customers and the organization based on available data
• Work within various time constraints to meet critical business needs
• The organizational support runs across rotational shifts (24×7, 365 days) to support NA and EU regions. Candidates are expected to be flexible with such requirements while reasonable accommodations for employees with special circumstances are considered

Basic Qualifications

• Bachelor's degree or equivalent training or certifications
• Must be a graduate or postgraduate
• 0–5 years of experience in customer support/operations support
• Freshers with no experience must have strong English communication skills through various means (verbal, written, or assisted communication methods)

Preferred Qualifications

• Experience with Excel

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.