Customer Experience project: work on issues detected and logged to find the root cause of the delivery defect and work with the relevant stakeholders to fix it.

CS kaizen: experience analysis: based on daily customer/driver/victim feedback and using the Amazon working backwards approach, map out the customer journey and gather data to write solid business cases about issues detected.

Ensure legal regulations are applied and that customer service follows compliance alignments. Provide front lines with support as per legal or PR questions by bridging the departments.

Legal support: gather customer data for the legal department upon request.

This involves analyzing the question, reaching out to the correct stakeholders in the company, conducting research and composing an answer to the leader with the relevant details found in a timely manner.

Question marks “?”: take ownership for questions from leaders on a specific current state.

Last mile support : receive and handle escalated cases from the drivers, delivery stations or even customer service front lines.

EXR is a team of mature CS-leaders who perfect key Amazon skills to protect the customer experience and the brand. It is supported by a team of apprentices, business analysts and PMs to enable a large variety of tasks ranging from customer handling to project work.

Executing deep dives on behalf of customers, drivers and sometimes victims of delivery incidents, the specialist relies less on knowledge than on abilities to access information in and outside of Amazon.

An EXR Specialist is the main role of Executive Relations. Shipping and Delivery Support (SDS) is a customer service organization dedicated to create world class support for these new customer segments. Amazon Logistics (AMZL), Global Specialty Fulfillment (GSF), and Amazon Delivery Technology) are creating new customer segments, including drivers, recipients, shippers, property managers, global sellers and storage owners. Amazon’s expanding Logistics products and services (e.g.

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