Last Mile Incident Response Specialist (TR), Last Mile Incident Response

Are you passionate about helping people during times of need and solving problems for customers Do you excel at managing complex situations If you answered yes this may be the role for you. Shipping & Delivery Support (SDS) is a customer service organization dedicated to create world class support for all Amazon Logistics customer segments. SDS is expanding their Last Mile Incident Response team (LMIR) and is looking for incident response Specialists (LMIR specialists). LMIR provides incident support and resolution assistance to drivers delivering packages customers receiving them and community members involved in incidents.

The LMIR specialist must have complete ownership of incident management until resolution. The candidate must also have proven record of effective incident management. The LMIR specialist will handle all types of on road incidents impacting package deliveries such as mechanical (vehicle collisions malfunctions etc.) injuries (accidents attacks etc.) violence (threats assaults altercations etc.) damages to property amongst others. The candidate must be able to function authoritatively with ambiguous or incomplete information and provide instructions to people under considerable stress or panic.

Key job responsibilities
The number one priority for this role is to provide a comprehensive resolution to affected individuals when an incident occurs. The role will require you to:
Take calls and manage live events with incidents and multiple individuals involved (drivers recipients community members local authorities media etc.)
Provide proper course of action to customers to guarantee their safety
Remain calm & empathetic at all times and adhere to policies in order to deescalate the incident guaranteeing safety and resolution for our customers
Collaborate and coordinate response with other stakeholders (local authorities delivery stations customer service teams etc.)
Identify if the incident can escalate into a crisis and request additional support from crisis management teams
Be proficient in multitasking with different tools (case management event management claims etc.)
Document all information required to provide a resolution and relay it to involved stakeholders.


Mandatory minimum 6 months active experience as acting LMIR specialist.
Ability to communicate fluently verbally and written in English and Turkish.
Demonstrated mastery of LMIRs incident management protocols and tools.
Verified track record of successful incident resolution within Last Mile operations.
Proven ability to manage complex stakeholder relationships.
Must be able to work full time nights and weekends as needed. (24/7 coverage).
Exceptionally strong customer handling and conflict resolution skills; focus on quality in customer care.
Strong written and verbal communication skills including the ability to comfortably engage with all levels of stakeholder up to CEO internally and any driver externally; ability to translate technical jargon into everyday language.
Project management skills (communication planning and documentation); and proven ability to identify opportunities and drive them through to completion.


Is capable of articulating instructions clearly in writing and speech
Bachelors degree preferably in crisis intervention stress management or similar
Is capable of determining which incident situations require the most immediate attention prioritizing and triaging accordingly
Possesses mental and emotional strength necessary to deal with stressful situations for extended periods of time
Proficiency in technical writing and exposure to style guides
Detail-oriented analytical proactive approach to problem-solving and identification; ability to operate both a granular or macro level.


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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.