ROC (Relay Operation Center) is the central command and control center for Third-Party (3PL) Management. It ensures hassle free, timely Inbound/Outbound/Cross Border Transportation Service from Sellers to Amazon Fulfillment Center (FC). In case of any exceptions, ROC steps in to resolve the issue and keeps all the stakeholders informed on the proceedings. Along with this tactical problem solving ROC is also charged with understanding trends in inbound exceptions and then automating processes or proposing process changes to streamline operations.
Overall, ROC plays a critical role to help facilitate the resolution or directly resolving problem items that cannot be received in the FC under the normal conditions of receiving.
Purview of an FC Service Support Specialist
FC Service Support Specialist deals with 3PL Vendors/Carrier/Business Teams, responsible for tactical and strategic handling of Request Tickets submitted to them from 3PL, which include (but not limited to): Problem Receives, Bin Check type tickets and Resolve Problem Receives Items. This individual will also be responsible for monitoring and reporting Vendor Compliance issues to PMO Team. ISS Specialist on Inbound addresses any potential issues occurring during the lifecycle of appointment to stow to FC. An ISS 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/be able to analyze data and notice trends and be able to drive Customer Experience without compromising on time. The candidate should have the basic understanding of Logistics and should be able to communicate clearly in the written and oral form. ISS Specialist should be able to ideate process improvements and should have the zeal to drive them to conclusion.
The ISS Representative will assist the Area Manager with on-going training for Problem Solve Receivers where necessary with regards to ISS and IAT ticket submission. In addition, this individual may be required to attend a weekly ISS Team conference call to report on the status of pending tickets, any backlog, failed SLA’s (Service Level Agreement) and provide a general report on the condition of their respective RC.
Key job responsibilities
Responsibilities include, but are not limited to:
61 Handle the day-to-day volumes of the assigned tasks and ensure the given SLAs (Service Level Agreement) are met per quality standards.
61 Maintain records of day-to-day work by updating trackers to reflect work done.
61 If there is a possible default on SLAs (Service Level Agreement) or quality, flag the escalation in time to the manager or lead.
61 Communication with external customers (Carriers, 3PL Vendors) and internal customers (Logistics Team, Seller Support Team, DG Team) on Request Tickets (tickets from 3PL Site), ticket status and weekly summary of pending tickets and open issues
61 Communicate with Corporate Business Teams on Vendor Compliance issues
61 Deliver and/or understand path level operation performance metrics.
61 Responsible for following up on OB customer order issues, ensuring timely and high-quality delivery of customer orders, and safeguarding customer experience
61 Accountable for handling exceptional cases raised by 3PL carriers and guiding them to close loop on those cases followed the SOP
Internal job description
Basic qualifications
Being proactive in attitude, willing to explore new things and being curious, strong learning ability
Good communication skills – ability to communicate with internal/external stakeholders clearly and concisely on domain operational issues
Experience in executing/managing operational process
MS Office proficiency (Word, Excel, PowerPoint) – especially in Excel, being skillful to mine voluminous data for specific detail according to instructions provided.
Familiarity with navigating the internet – research techniques on the internet and finding required information quickly
Ability to work under pressure with high volume workloads or complex circumstances; comply with Service Level Agreement is also required
Good written and reading skills in English
Preferred qualifications
Knowledge of Lean principles and DMAIC methodology
Project Management Skills
Tech skills, such as SQL, Python (process automation) is a plus