Behind the scenes at Amazon Shipping: How Process Improvement enhances the delivery experience

At Amazon Shipping, we know that customers depend on efficient, reliable delivery services to keep their businesses running smoothly and meeting customer expectations. That’s why we’re always innovating to improve the shipping experience, helping shippers save time, reduce costs, and streamline their operations.

Behind these innovations are dedicated team members like Fernanda Rossi Pizzol, our EU Process Improvement Manager. Fernanda epitomises Amazon’s customer obsession by turning customer feedback into meaningful changes that enhance the shipping experience. We asked her about her role, how her work benefits customers, and why she enjoys being a part of Amazon Shipping.

As the EU Process Improvement Manager, my role is all about making our shipping operations smoother and more efficient for our customers. This means creating solutions that help to move products smoothly through our network and tailoring our services to meet their unique needs. I work with various teams to optimise processes so that shippers experience faster and more reliable services. I essentially get to customise the Amazon network for our shippers!

A big part of my job is analysing existing processes, identifying areas for improvement, and implementing solutions that boost efficiency and enhance the overall customer experience. It’s a continuous journey of innovation and refinement - each improvement we make helps to strengthen the network for everyone.

Everything we do is designed to help shippers save time, reduce costs, and improve their delivery reliability. Two recent examples of process improvement in action are our containerisation and loose loading programs.

1. Containerisation: By packing and consolidating goods into standardised containers and transporting them as a unit, we streamline delivery routes, cut down on loading times, and speed up delivery from order to doorstep. For e-commerce businesses, this option is more cost-effective than traditional pallets, plus, it offers better protection for goods, which typically means fewer damages.

2. Loose loading: By loading individual packages directly into trucks and trailers using machinery that can enter the trucks directly, we’re able to fully utilise vehicle space and ship odd-sized packages, reducing the number of trips required. For e-commerce businesses, this translates to quicker shipment processing, faster delivery times, and lower operational costs.

We can use either method depending on the needs of each shipper, ensuring our approach is the best fit for their business.

Our priority is to stay ahead of disruptions before they impact customers. We start by proactively monitoring for potential issues, so we can respond quickly and keep things on track.

One of the ways we do this is by constantly analysing customer data and feedback to identify areas for optimisation. For example, if we notice that certain customers are experiencing longer-than-average lead times, we'll dive deeper to understand why. This could involve mapping out the end-to-end shipping workflow, identifying bottlenecks, and exploring solutions to eliminate inefficiencies.

When disruptions occur, I work closely with our operations and commercial teams to find a quick solution. But we don’t stop there - we take it a step further to determine the root cause, which will help us find a long-term solution.

Transportation is fundamentally a relationship-driven industry, and my focus is to build strong partnerships both within our teams at Amazon Shipping and with our customers.

Strong internal relationships mean that every department is aligned, informed, and working towards improvement, strengthening our ability to respond to customer needs quickly and effectively.

At the same time, customer feedback is essential for improving our services and meeting expectations. We take a proactive approach to gathering this feedback and prioritise open, ongoing dialogue with our customers. We want them to feel heard and valued, and we strive to develop long-term partnerships with our customers.

It is definitely the opportunity to have a direct, meaningful impact on their experience and satisfaction. Knowing our work makes a difference is incredibly motivating. Recently, for example, I was able to provide retailers with more accurate delivery windows, which improved reliability and helped build trust.

Transportation and the movement of goods is critical to our daily lives, but it is inherently complex with countless variables influencing operations daily. I enjoy the constant challenge of adapting to changing market demands and customer expectations, finding ways to make both immediate and long-term improvements.

There’s also a real intellectual challenge in analysing complex data to identify inefficiencies and develop new solutions. And with technology advancing so quickly, it’s exciting to explore new ways to optimise routes, reduce unnecessary steps, and make better use of resources. The potential for innovation in this field is huge.

Are you interested in learning how Amazon Shipping can move your products seamlessly? Contact us today.