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 is centred on resolving missed or failed deliveries, answering customer questions, and making sure issues are handled quickly so the delivery network continues to run smoothly. It combines customer service with logistics coordination, so the successful candidate will be working closely with warehouse teams, delivery partners, and customers every day.

What you will do

• Call customers proactively to follow up on delivery problems and missed parcels.
• Investigate delivery issues and work with Amazon logistics teams and delivery partners to find and implement solutions.
• Maintain accurate records of customer cases and progress on a daily, weekly, and monthly basis.
• Work according to standard operating procedures and handle customer information securely.
• Support internal communication activities, including presentations and participation in improvement and engagement initiatives.
• Coordinate with warehouse colleagues, associates, delivery partners, and other internal teams to resolve issues efficiently.
• Help arrange redelivery or delivery changes when customers need to reschedule.
• Act quickly when a delivery issue is identified so customers receive a good experience without needing to contact Amazon themselves.

What the role involves day to day

You will be based at one of Amazon’s last-mile delivery warehouses, where the company’s logistics network is actively managing orders as they are dispatched and delivered. In this environment, you will be in regular contact with warehouse staff, delivery partners, and customers whenever guidance or intervention is needed. The work is hands-on and operational, with a strong emphasis on solving problems in real time.

When a customer needs a delivery moved to another time, you will communicate that change to the delivery partner. When a delivery problem is spotted, you will work on it immediately so the customer gets a seamless service. The role offers the chance to build a strong understanding of logistics, delivery routes, and customer needs, while using local knowledge and supply-chain awareness to support Amazon’s operations.

Team context

You will be part of Amazon’s Delivery Service Liaison team, which supports customers with last-mile deliveries. The team’s purpose is to help get parcels to customers when something has gone wrong, such as a failed delivery, an address issue, or a need for same-day redelivery. The team operates from last-mile delivery sites around the world and works closely with delivery station colleagues and external partners. Members of the team combine customer service skills with logistics knowledge and collaborate with several Amazon teams to make sure parcels reach customers successfully.

Working pattern

The role is based on site at a last-mile delivery warehouse. The shift pattern is either Wednesday to Saturday from 10:00 AM to 8:45 PM, or Sunday to Wednesday from 10:00 AM to 8:45 PM.

What you need

• Advanced English ability at CEFR level B2/C1.
• Experience handling customer queries by phone and email.
• Experience in an administrative support position that required collaboration with internal or external stakeholders.
• Experience solving problems, whether those issues were customer-facing or related to internal processes.
• Ability to work in a fast-paced setting.
• Experience communicating with senior colleagues is helpful, though not essential.

Additional notes

Amazon states that preferred qualifications are not required in order to apply. Candidates who meet the basic requirements are encouraged to submit an application.

The company also states that it is an equal opportunities employer and makes hiring decisions based on experience and skills. Amazon says it values a diverse workforce and maintains an inclusive culture. Applicants who need disability-related support or adjustments during the application, interview, or onboarding process can request accommodation through Amazon’s hiring support resources.

Amazon also includes its privacy notice and legal information for applicants, along with guidance on how to request accommodations if needed.

Degree Requirement: Not Specified

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