Delivery Station Liaison Agent

Delivery Station Liaison Agent Overview

This role sits within Amazon’s last-mile delivery operation and focuses on helping customers when deliveries do not go as planned. The position combines customer service, problem-solving, and coordination with warehouse teams and delivery partners to make sure missed or failed deliveries are handled efficiently and customer questions are resolved quickly. The work is based at a delivery station, where you will be close to the operational teams that move parcels through the final stage of the delivery process.

You will be part of a team that supports customers by taking action when there are delivery errors, address issues, or other problems that prevent a parcel from reaching its destination. The role requires someone who can respond promptly, keep information organised, and work across several groups to find practical solutions that protect the customer experience.

What you will do

• Call customers proactively to discuss delivery issues and help move cases toward resolution.
• Investigate problems with deliveries and work with Amazon logistics teams and external delivery partners to fix them.
• Record progress on customer cases on a daily, weekly, and monthly basis so that activity is tracked accurately.
• Work according to established procedures and make sure customer data is handled securely and appropriately.
• Support internal communication activities, which may include giving presentations and helping with improvement or engagement initiatives.
• Coordinate with warehouse colleagues, delivery associates, and customers when guidance is needed during the delivery process.
• Help arrange redelivery or other corrective actions when a parcel has been missed or cannot be delivered as intended.
• Use your understanding of local delivery networks and Amazon’s supply chain to resolve issues quickly and reduce the need for customers to contact Amazon repeatedly.

What the role looks like day to day

You will be working from one of Amazon’s last-mile delivery warehouses, where the company’s logistics network is actively dispatching and delivering orders. In practice, this means you will be in regular contact with warehouse teams, delivery partners, and customers whenever support is needed. If a customer needs a delivery moved to another time, you will pass that information on to the relevant delivery partner. If a delivery issue is identified, you will work on it straight away so the customer receives a smooth experience.

The role is positioned at the centre of Amazon’s logistics operation, giving you the opportunity to build practical knowledge of delivery processes, customer handling, and local operational issues. Amazon describes this as a role where you develop both logistics and customer-service expertise while helping parcels reach customers successfully.

Team context

You will be joining Amazon’s Delivery Service Liaison, or DSL, team. This group supports customers with last-mile deliveries and works to solve problems such as failed deliveries, redelivery requests, and cases where a driver cannot locate an address. The team operates from last-mile sites around the world and works closely with delivery station colleagues and partner organisations.

DSL agents combine customer service capability with logistics knowledge and collaborate with multiple Amazon teams. Some team members also manage regions or countries. The shared purpose of the team is to make sure parcels reach customers even when something goes wrong during the final stage of delivery.

Working pattern

This is an onsite role based at a last-mile delivery warehouse. The page lists two possible shift patterns: Wednesday to Saturday from 10:00 AM to 8:45 PM, or Sunday to Wednesday from 10:00 AM to 8:45 PM.

What Amazon is looking for

• Experience handling customer service by phone or email in a relevant setting.
• Experience in administrative support work that involved collaboration with internal or external teams.
• Experience solving problems, whether those issues were customer-facing or related to internal processes.
• Strong English language skills at C1 level on the CEFR scale or equivalent.
• Ability to communicate with senior colleagues is desirable.
• Experience working in a fast-paced environment is also preferred.

Amazon notes that preferred qualifications are not mandatory. Candidates who meet the basic requirements are encouraged to apply.

Additional information

Amazon states that it is an equal opportunities employer and bases hiring decisions on experience and skills. The company also says that diversity and inclusion are important to its success. If you need a disability-related adjustment or accommodation during the application, interview, or onboarding process, Amazon provides a route to request support. The company also refers candidates to its privacy notice for details on how personal data is collected, used, and transferred.

Degree Requirement: Not Specified

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