Amazon.com is looking for high-judgment individuals to join us as a Field Specialist. Individual will be responsible for conducting on-site audits at retail counters within a defined territory to ensure adherence to established standards, processes, and procedures. The primary objective is to evaluate and ensure that the retail counters are maintaining excellent customer experience and that no actions at the retail counter level are resulting in downstream defects or quality issues.
Although the primary responsibility of this role revolves around auditing retail counter operations, the scope of assessment is not strictly limited to the retail counter. The Field Specialist may also be required to evaluate adjacent areas and processes that could potentially influence the overall customer experience and operational efficiency. This includes, but is not limited to, assessing storage areas, evaluating handover mechanisms between various departments or functions, identifying gaps in logistics operations, and examining other related aspects that may have an impact on the end-to-end retail experience.
*** Travel Requirements: The Field Specialist role requires frequent travel, approximately 70% of the time, to various retail locations across the networks to conduct on-site audits and assessments. ***
Key job responsibilities
• Conduct regular audits at retail counters across the chain to assess compliance with company policies, procedures, and best practices related to customer experience and operational efficiency.
• Observe and evaluate the performance of retail counter staff, including their interaction with customers, adherence to protocols, and attention to detail.
• Identify any gaps or deviations from established standards and provide constructive feedback and recommendations for improvement to the retail counter managers and staff.
• Assess the physical layout, organization, and cleanliness of the retail counters and related processing area, ensuring they meet the Amazon's standards for customer experience and operational efficiency.
• Review and analyze documentation, records, and data related to retail counter operations, such as transaction logs, training compliance, dwell records, and SOPs/ PMVs.
• Prepare detailed audit reports, documenting findings, recommendations, and areas for improvement, and present them to the relevant stakeholders.
• Collaborate with retail counter managers and other relevant teams to develop and implement corrective action plans to address any identified issues or deficiencies. Share already identified best practices with retail counter managers wherever gaps are observed.
• Stay up-to-date with industry trends, regulations, and best practices related to retail counter operations and customer experience.
• Maintain strict confidentiality and adhere to the company's ethical standards and code of conduct.
About the team
The InStore Experience team was created to provide a consistent, world-class experience for Amazon Returns customers across geographies and networks. We focus on developing innovative products, processes, and methods that build trust and deliver value for customers, selling partners, and shippers. Our agile, collaborative approach aims to benefit people and the planet by reducing waste. Embracing a startup mentality, we constantly seek new ways to improve the customer experience. Through our customer-obsessed work, we strive to create positive outcomes that support Amazon's broader mission and values.
