Shipper Success Associate, Amazon Freight

This is a full-time, permanent, non-remote position based in SJO11, Calle Blancos, Costa Rica and does not offer relocation benefits. Job applicants must be located and legally authorized to work in Costa Rica in order to be eligible for consideration.

Amazon's mission is to be Earth's most customer-centric company, and Amazon Freight exemplifies this commitment. As a shipping service provider supporting small and large businesses, we offer competitive rates and delivery speeds without compromising on customer obsession. The Amazon Freight team drives strategic innovation to transform the shipping experience for our business partners. We leverage Amazon's core strengths in logistics excellence, flexible delivery options, and end-to-end visibility to create competitive advantages for our shippers. We play a critical role in listening to shippers and escalating pain points, enabling Amazon to improve and deliver world-class service while building a scalable and profitable network that brings value to both our customers and Amazon. Our team's dedication to service reliability and innovation directly supports our global tenets of maximizing existing technology while providing value-based pricing that works for shippers and Amazon alike.

As an Amazon Freight Ops Associate in San Jose, Costa Rica (CRI), you will support the Amazon Freight Billing & Payments (B&P) team by reviewing invoices and billing information to ensure charges are accurate and match agreed-upon rates. You will handle shipper billing inquiries, process billing and payment requests, and assist with day-to-day operational tasks that ensure a seamless billing and payments experience. You will work under the guidance of senior team members to resolve billing disputes, invoicing issues, and payment discrepancies, maintain accurate records, and contribute to the team's overall performance goals.

• Key job responsibilities
• - Review invoices and billing information to ensure charges are accurate and match agreed-upon rates, flagging discrepancies for correction
• - Respond to shipper billing and payment inquiries through established channels, providing timely and accurate information on invoicing, charges, surcharges, and payment policies and procedures
• - Process and track shipper billing and payment requests, ensuring proper documentation and follow-up within established SLAs
• - Escalate complex or unresolved billing disputes to senior team members with clear context and supporting documentation
• - Maintain and update shipper billing records, case logs, and internal tracking systems with accuracy and attention to detail
• - Assist in compiling data and reports on billing interactions, dispute trends, and team performance metrics
• - Support the creation and maintenance of internal knowledge base articles and standard operating procedures for billing and payments
• - Collaborate with team members to ensure consistent service delivery and adherence to established billing workflows
• - Participate in team meetings, training sessions, and continuous improvement initiatives

• About the team
• Amazon Freight is a customer-obsessed delivery service that serves Shippers (vendors, sellers) who ship their items either into Amazon buildings or to non-Amazon destinations. The CRI Amazon Freight Billing & Payments (B&P) team's main mission is to provide best-in-class customer service to our Shippers by ensuring accurate invoicing, billing, and payment resolution. We are a metrics-focused organization who keep raising the bar on shipper-facing performance.

• In accordance to Return to Office (RTO) Guidance, selected candidate(s) will be required to work 5-days per week from SJO11. (Learn more here: https://www.aboutamazon.com/news/company-news/andy-jassy-update-on-amazon-return-to-office)
• Schedule(s) available for this role are: M-F 9:00-18:00. Part-time shifts are not available.
• Amazon is a multinational technology company with English as its core business language. Your recruiting/hiring team may be located in different jurisdictions, all CVs must be submitted in English to be eligible for consideration.

Basic qualifications

• - Speak, write, and read fluently in English
• - 1+ years of working with computers and Microsoft Office (including Outlook, Word, and Excel) experience
• - 1+ years of customer service or back-office roles in corporate environments experience
• - High school or equivalent diploma

Preferred qualifications

• - Experience in transportation or supply chain
• - Experience with CRM tools such as Salesforce, and web-based meeting applications
• - Experience working in a metrics-driven or SLA-based support environment
• - Experience working in a billing, invoicing, or payments function, including resolving billing discrepancies and payment issues

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.