Delivery Station Liaison Agent

Delivery Station Liaison Agent Overview

This role sits at the centre of Amazon’s last-mile delivery operation, where the focus is on making sure customers receive their parcels even when something goes wrong. The position combines customer service, problem-solving, and coordination with logistics teams and delivery partners. You will be helping to resolve missed deliveries, answer customer questions, and keep the delivery process moving smoothly so customers do not need to chase Amazon for updates.

The work is based in a last-mile delivery warehouse, where you will be in regular contact with warehouse colleagues, delivery station teams, delivery partners, and customers. The role calls for quick thinking, strong communication, and the ability to act promptly when a delivery issue appears. By handling exceptions efficiently and keeping customers informed, you will help protect the quality of Amazon’s delivery experience.

What you will do

• Contact customers by phone to follow up on delivery problems and help move cases toward resolution.
• Investigate failed or delayed deliveries and work with Amazon logistics teams and external delivery partners to correct the issue.
• Keep clear records on a daily, weekly, and monthly basis so customer cases and progress can be tracked accurately.
• Work according to established operating procedures and handle customer information securely.
• Support internal communication activities, which may include giving presentations and contributing ideas to improvement and engagement programmes.
• Coordinate with warehouse staff, associates, delivery partners, and customers whenever guidance or intervention is needed.
• Arrange redelivery or other corrective actions when a parcel needs to be delivered again or an address issue must be addressed.
• Use your understanding of local delivery routes, warehouse operations, and supply-chain processes to respond quickly and effectively.

What the day-to-day environment looks like

You will be working from one of Amazon’s last-mile delivery sites, where parcels are dispatched and delivery issues are handled close to the point of operation. The role is highly collaborative and involves constant interaction with people across the delivery network. If a customer needs to change a delivery, you will pass that information to the relevant delivery partner. If a problem is identified, you will work on it immediately so the customer receives a good experience without needing to contact Amazon themselves.

The team operates at the heart of Amazon’s logistics network and builds expertise in both customer service and operational problem-solving. The role offers the chance to deepen your understanding of how deliveries are managed and how Amazon’s local warehouse and delivery connections work together.

Working hours

The posting lists two shift patterns for this role: Wednesday to Saturday from 10:00 AM to 8:45 PM, or Sunday to Wednesday from 10:00 AM to 8:45 PM.

About the team

The Delivery Service Liaison, or DSL, team supports customers with last-mile delivery issues. The team’s main purpose is to help parcels reach customers when there has been an error or a failed delivery. Typical work includes arranging same-day redelivery and investigating situations where a driver cannot locate an address.

DSL teams are located in last-mile delivery sites around the world so they can work closely with delivery station colleagues and partners. Team members combine customer service knowledge with logistics understanding and collaborate with several Amazon teams. Some team members also take on management responsibilities for regions and countries. Everyone works toward the same goal: getting parcels into customers’ hands.

What you need to bring

• Experience handling customer service by phone or email in a relevant setting.
• Experience in an administrative support position that required coordination with internal or external stakeholders.
• Proven problem-solving ability, whether dealing with customer questions or internal process issues.
• Strong English language skills at advanced C1 level.
• Ability to work effectively in a fast-moving operational setting and collaborate across teams.

Nice-to-have experience

• Experience speaking with senior colleagues.
• Professional background in a fast-paced workplace.

Additional information

Amazon states that preferred qualifications are not required. Candidates who meet the basic qualifications are encouraged to apply.

The company describes itself as an equal opportunities employer and says that hiring decisions are based on experience and skills. Amazon also notes that it values diversity and an inclusive culture. If you need a workplace adjustment or accommodation during the application, interview, or onboarding process, Amazon provides a dedicated accommodations resource for support.

Applicants are directed to apply through Amazon’s careers process. The posting also refers candidates to Amazon’s privacy notice for information about how personal data is collected, used, and transferred during recruitment.

Degree Requirement: Not Specified

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