Delivery Station Liaison Agent

Delivery Station Liaison Agent Overview

This is a fixed-term position covering maternity leave. The role sits within Amazon’s last-mile delivery operation and focuses on helping customers when deliveries have gone wrong or when they need support with a delivery-related query. The person in this role acts as a direct point of contact for customers, working quickly to resolve issues so parcels are successfully delivered and the wider operation continues to run smoothly.

What the role involves

• Calling customers proactively to follow up on delivery issues and missed deliveries.
• Investigating delivery problems and coordinating with Amazon logistics teams and delivery partners to resolve them.
• Maintaining accurate records of customer cases and progress on a daily, weekly, and monthly basis.
• Working according to standard operating procedures and protecting customer data at all times.
• Supporting internal communication activities, including delivering presentations and contributing to improvement and engagement initiatives.

Day-to-day working environment

You will be based at a last-mile delivery warehouse, working at the centre of Amazon’s logistics network. In practice, this means staying in contact with warehouse colleagues, associates, delivery partners, and customers whenever guidance or intervention is needed. If a customer needs a delivery moved to another day, you will pass that information on to the delivery partners. If a delivery issue is identified, you will work on resolving it immediately so the customer receives a good experience without needing to contact Amazon themselves.

The role is designed for someone who can combine customer service with operational understanding. By working close to the delivery process, you will build knowledge of logistics, local delivery routes, and warehouse connections, while helping ensure parcels reach customers successfully.

Team context

The Delivery Service Liaison team supports customers with last-mile deliveries and focuses on getting parcels to their destination when something has gone wrong, such as a failed delivery or an address issue. The team may arrange same-day redelivery or investigate situations where a driver cannot locate an address. It operates from last-mile delivery sites around the world and works closely with delivery station colleagues and partner teams. Team members bring together customer service and logistics knowledge, and some also take on management responsibilities supporting regions and countries. The shared goal is to get parcels into customers’ hands as efficiently as possible.

What Amazon is looking for

• Advanced English skills at CEFR level B2/C1.
• Previous experience dealing with customer enquiries by phone and email.
• Administrative support experience that involved collaboration with internal or external stakeholders.
• Proven problem-solving ability, whether in customer service situations or internal process issues.
• Ability to communicate effectively with more senior colleagues is an advantage.
• Experience in a fast-paced working environment is also an advantage.

Other information

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

The company also states that it is an equal opportunities employer and makes hiring decisions based on experience and skills. It highlights its commitment to diversity, privacy, and data protection, and provides a process for requesting workplace accommodations or adjustments during the application, interview, or onboarding stages.

Working pattern

The role is based onsite at a delivery warehouse. Working hours are either Wednesday to Saturday from 10:00 AM to 8:45 PM, or Sunday to Wednesday from 10:00 AM to 8:45 PM.

How to apply

Applicants can apply through Amazon.jobs using the application link on the posting. Amazon also directs candidates who need interview or onboarding adjustments to its accommodations information page, and advises applicants outside the listed country or region to contact their recruiting partner for support.

Degree Requirement: Not Specified

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