Job Description for L2 associates Overview The L2 associate acts as the primary interface between Amazon and our delivery partners, so to our delivery partners- you ARE Amazon. L2 Associates are expected to identify DP concerns and work on troubleshooting delivery partner issues and provide process improvement suggestions. Summary of Responsibilities - Effectively communicate in a clear and professional manner at all times - Provides/ expedites prompt and efficient service to Amazon customers/ delivery partners - Effectively manage sensitive cases by reporting up the escalation matrix - Demonstrate excellent time-management skills - Maintains or exceeds targeted performance metrics - Actively seek solutions through logical reasoning and identify trends to suggest process improvements ### Basic qualifications - Experience troubleshooting and documenting findings, or experience dealing effectively with customers during problem resolution and operating efficiently under pressure - Can work proactively and independently, meet deadlines, and deliver on projects and tasks - Knowledge of Windows desktop environment and use of Word, Excel, IE, Firefox etc. - Experience in writing and editing with a strong command of grammar, punctuation and style - Knowledge of working over internet and successfully navigating websites - Knowledge of Microsoft Office including Outlook, Word, and Excel - Qualitative Requirements - Ø Graduation in any specialization from a recognized university. - Ø Excellent communication skills (written and verbal). - Ø Ability to communicate correctly and clearly with all customers - Ø Good comprehension skills – ability to clearly understand and state the issues customers present ### Preferred qualifications - Experience in logistics - Knowledge of and proficiency in Excel and SQL Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.