Sample Of Amazon Case Study


Subject Area: Marketing

Urgency: 3 days

Academic Level: master

Spaced: Double Space

No Of Page: 3

No Of Sources: 3

Style: APA

The paper must be three pages without title and reference pages

Assess the opening case study from Chapter 6: “Amazon is Hiring…Big Time!”

In a three- to five-page paper (not including the title and references pages), create a recruiting and staffing strategy for Amazon, and select one position from the given list to write a recruiting and staffing plan; consider how many of these positions Amazon needs to fill. You must select from the following full-time positions: Warehouse Supervisor, Delivery Representative, and Customer Service Manager.) Your paper must include the following: Write an introduction including the selected position, a preview of your paper, and a succinct thesis statement.

Discuss the legal landscape, including special legal considerations that the company should be aware of. Create a recruiting plan for the position selected that includes the following: Explain what recruiting is and why it is important. Explain the tools that will be utilized to find candidates for the position and state why each tool was selected.

Create a selection plan for the position that includes the following: Explain what staffing is and why it is important. State what assessments will be used and why. Discuss the types of interviewing techniques that will be used and why. List five job-specific interview questions for the position candidates. Write a conclusion paragraph that reaffirms your thesis statement.

Your paper must be formatted according to APA style as outlined in the Ashford Writing Center. It must include citations and references for the text and at least three scholarly sources, one of which must be from the Ashford University Library.



The human resource department of any given organization plays a critical role in the success or failure of an organization. That is the case because, among others, the human resource department is responsible for ensuring that the company hires the most competent employees and retains them for a long time so that the employees can be of great benefit to the company. Otherwise, if a company was to fail in retaining its top employees, the operations of the company are going to be disrupted every time an employee has to be replaced. This paper focuses on the topic of employee selection in the context of American-based giant retailer Amazon.

The company plans to hire 7000 workers to fill various positions in its US operations. Specifically, the positions the company is recruiting for include warehouse supervisor, customer service manager, and delivery representative.  Nevertheless, due to the restrictions on the length of the paper, the paper focuses on recruiting and staffing strategy for the position of customer service manager, with the individuals who are going to fill this role being responsible for making sure that the needs of the customers are matched so that the customers are fully satisfied. Specifically, the customer service manager purposes of offering the best customer service by undertaking the following roles: a) ensuring that customers are assisted and even advised on how they can use the products and services sold by Amazon, b) ensuring that there is well-mannered communication with the customers, c) making sure that all issues/complaints made by the customers are investigated and addressed, d) coordinating training for customer service representatives so that the customer attendants can offer high-quality customer service to the customers, e) processing refunds for the customers, f) liaising with other managers to ensure that areas of potential improvement to customer service are identified.

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The legal landscape for recruiting and staffing of Customer Service Manager

According to Isidore (2013), there are 2000 positions of customer service managers to be filled at Amazon. When the company is recruiting and staffing for this position, it is paramount that the company ensures that it complies with the set rules and regulations about recruiting and staffing employees; since failure to do that, Amazon might find itself being charged for failing to comply with existing rules and regulations. Specifically, the company needs to ensure that no applicant is discriminated against on any basis since if an applicant can prove that he/she was discriminated against during the recruiting and staffing process, Amazon could end up being fined (Hernandez 2010).

Customer Service Manager Recruitment Plan

What is recruiting and what is important

Recruitment as explained by Price (2007) entails the process where an employer finds and hires an ideal candidate to fill a vacant position. Specifically, the recruitment process involves attracting, selecting, and hiring or appointing the applicant who is considered to be most suitable for filling the vacant position so that by the time the process is coming to an end, the best individual to fill the vacant position is selected.

The recruitment process for customer service manager at Amazon will include; identification of the customer service manager and assessment of the needs of the position, description of the potion, developing a recruitment plan to be used, identifying the recruiting committee that will ensure that there will be no discrimination or bias in the recruitment process, implementing the recruitment plan, revising the applications and shortlisting the qualified applicants, and conducting interviews and other assessments to identify the best applicant.

Tools to be used to find candidates to fill the position of customer service manager

The tools that the Amazon HR department is going to use in the recruitment process comprise; advertising on various platforms to create awareness of the vacancy, reference checks to be used to have a better understanding of the applicants, and pre-employment checks that are used to certify that the qualifications and experiences specified by the employee are indeed valid, and virtual interviews that might be carried out online or through the phone so that the applicants can be understood better.

Selection Plan

What is staffing and why it’s important

Staffing, as explained by Price (2007), is the process that involves hiring qualified candidates for a specific role. Staffing is very important since it ensures that employees working in different capacities in an organization are qualified and experienced for the role assigned,, thus enhancing the company’s success.

Assessments to be used and the rationale

One of the assessments will comprise a personality test since this type of test will help determine whether an applicant has the personality required to deal with different types of customers. The other test will involve the integrity test since from this test; Amazon will be able to identify applicants of high integrity. Finally, a skill assessment test will be carried out to identify the applicants with the required skills to ensure they are effective in the customer service manager role.

Interviewing techniques to be used and rationale

The following are the interviewing techniques that are going to be used and the reason why these techniques will be used:

a) Phone interviews – 2000 applicants are a lot to hire at once. Thus, before the company can finally narrow down to the applicants that are best suited for the position, the company should conduct phone interviews.

b) Panel interviews –  As the applicants are narrowed down, Amazon should conduct panel interviews so that the applicant competency can be assessed well by a panel of experts.

c) Use of open-ended questions – When interviewing the applicants, open-ended questions must be used so that there will be no limitations on the response to be given by the applicants.

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Five job-specific interview questions to be asked to the applicants

a) What makes you believe that you will excel as a customer service manager for Amazon?

b) What are some of the unique skills you will bring to the position?

c) Give me an example of a situation where you had to deal with a stubborn customer?

d) Where do you see yourself in five years time?

e) Do you have any experience with customer service systems?


Recruiting and staffing play an important role in the success of a company. Thus, if Amazon wants to enhance its success, it has to ensure that the proposed staffing and recruitment plan is used when recruiting the required 2000 customer service managers.


Hernandez, T.K. (2010). Employment Discrimination in the Ethnically Diverse Workplace. Judges’ Journal. Vol. 33.

Isidore, C. (2013). Amazon hiring 7,000 workers. Retrieved from

Price, A. (2007). Human Resource Management in a Business Context. Mason: Cengage Learning.