How to Ace the Fulfillment Associate Interview at Amazon?
Congratulations on getting an opportunity to interview for the position of Fulfillment Associate at Amazon. The bad news is that the interview process can be quite difficult. This blog article will list out a several tips and tricks to help you ace your upcoming interview.
1. Start by Studying the Interview Process at Amazon for the Position of Fulfillment Associate
Before going into your interview, it vital to understand the interview process at Amazon. This will help you plan your strategy and you won't be surprised through the interview process.
The Amazon Fulfillment Associate interview process is as follows:
The interview process at Amazon starts with a phone screen or an on-campus meeting with a recruiter.
Additionally, you will also be asked to take an online test. This is done to screen out candidates that do not fit the Amazon bar.
Once selected, you will be asked to do two additional in person screens or phone interviews with people from the hiring group. One of these will be with the hiring manager for the position.
Assuming these go well, you will be invited onsite for a full round of interviews. These interviews are 45 minutes each and are conducted with various members of the hiring committee. Expect to have up to 6 interviews. One of these are with a "bar raiser", the most difficult of all the interviews you will have. The "bar raiser" has veto power over every other interviewer and can say "No" to your candidacy even if everyone says "Yes".
Amazon focuses a big part of their interview on behavioral questions related to the 14 amazon principles. So, make sure to prepare them well.
As part of the interview process you will also be asked to complete a writing assignment. This is done offline (not during the full day of interviews) and will be submitted to the recruiter.
The interview committee will make a decision with 1-2 days of your onsite interview and the recruiter in charge of your account will deliver the final offer or rejection to you.
2. Study the Internet Commerce industry in detail.
Amazon operates within the Internet Commerce industry. So, it is vital to understand this industry in detail before going into the interview.
Here are industry details for the Internet Commerce industry:
Industry Name: Internet Commerce
How large is the industry and what is the projected growth rate of the industry?
In 2016, online sales of physical goods amounted to 360.3 billion US dollars and are projected to surpass 603.4 billion US dollars in 2021. Apparel and accessories retail e-commerce in the U.S. is projected to generate over 121 billion U.S. dollars in revenue by 2021. The United States rank behind several countries in terms of e-commerce sales as percentage of total retail sales - in 2016, almost a fifth of China's retail sales occurred via the internet, compared to only 8.1 percent in the United States. The UK, South Korea, and Denmark are also ahead of the U.S. in terms of retail e-commerce share.
Retail e-commerce sales in the United States from 2016 to 2022 (in million U.S. dollars)
In 2017, market leader Amazon.com, Inc. generated over 54.47 billion U.S. dollars via e-commerce sales of physical goods in the United States. Online shopping is one of the leading digital activities in the United States - in 2017, U.S. consumers spent over 409 billion U.S. dollars online, of which were spent more than 381 billion U.S. dollars in the biggest online retailers in the U.S.. In 2022, U.S. e-retail spending is projected to surpass 638 billion U.S. dollars. The most popular time to spent money online is the holiday season at the end of the year. Cyber Monday regularly ranks as the top online spending day in the United States with Cyber Monday e-commerce sales in 2016 amounting to 2.67 billion U.S. dollars on that day alone. Cyber Monday spending has surpassed 1 billion U.S. dollars in daily online sales since 2010.
Leading e-retailers in the United States in 2017, ranked by e-commerce sales (in billion U.S. dollars)
1. Ecommerce Is Growing but Only Represents 11.9% of Retail Sales
Ecommerce market share in 2018, as a percentage of all retail sales, is expected to increase to 11.9% — up from 3.5% a decade ago. But brick and mortar is still a dominant player by a landslide.
Fast growth plus relatively low market share means that there is still enormous opportunity for new players to outpace traditional industry leaders. High-growth businesses need to watch who’s emerging, track who’s loved, and research how to be successful in both business and life.
It might start on a Pinterest feed, or when someone sees their friend’s jacket. It might end after a search at the store, or at a buy button through Facebook. Most people (86%) shop around on at least two touchpoints (i.e., channels).
The good news is shoppers that do this tend to spend more. Javelin Strategy predicts that mobile commerce, accounting for $161 billion at the end of 2016, is set to jump to $319 billion by 2020.
Yet even though this discipline sounds simple enough, it brings its own challenges.
Managing multiple channels can be confusing unless it’s all consolidated into one system. That doesn’t come easy … nearly a third of retailers lack “the inventory visibility across stores, vendors, and warehouses in order to accurately promise multi-channel fulfillment.”
Attempting multi-channel without properly setting up and maintaining inventory management systems is futile.
If your business had a secret to save time, lower costs, and sell more, would you tell anyone?
A decade ago, that secret was marketing automation. Enterprises like Amazon, Walmart, and Costco — with the resources for large-scale research and development — built empires on its back.
Today, a new secret for the future of ecommerce is emerging: automation.
In the last two years, you’ve probably seen your mobile traffic outpace or at least come close to your desktop traffic. Over 2017 Black Friday and Cyber Monday, according to data from Adobe, while 46% of all BFCM traffic came through mobile devices, only 30% of sales closed there.
People browse on mobile, but they still buy on desktop.
Despite the rising prevalence of mobile, retailers are still trying to figure it all out. For one, consumers aren’t just browsing content on mobile: they’re making purchases. In the U.K., for instance, mobile spending tripled in the first half of 2017. Some people are window shopping and others are comfortable enough with their phones to make purchases.
By the time you read this, Instagram will have over a billion monthly active users. According to Flurry, the average digital adult spends 5 hours per day on their devices and “50% of time-spent is in social, messaging, media and entertainment applications.”
And a good slice of them are buying — 18.2% of respondents to this September 2016 survey have purchased products directly via social media. Even more will buy in the coming years, as these early adopters vet and validate the experience.
According to McKinsey, 1.4 billion people will join the global middle class by 2020, and 85% will be in the Asia Pacific region. CPG and retailers who enter this space early will have a competitive advantage in meeting market demand.
Data and image via The Enterprise Guide to Global Ecommerce
Nonetheless, many enterprise leaders will struggle to capitalize on the future of ecommerce’s international opportunities.
The reason. Each country introduces a new set of constraints, market preferences, and security challenges. Consider a country like Nigeria, for instance, where demand for U.S. ecommerce products may be strong but risky to fulfill.
7. Micro-Moments Are the New Battleground for Optimization
Marketing is becoming more granular. One-size-fits-all advertising messages are already obsolete in ecommerce, and now, companies’ competitive advantages are coming from optimizing micro-moments.
What are micro-moments? According to Think with Google, these include:
- In-the-moment purchase decisions
- Decisions to solve problems right away
- The pursuit of big goals during downtime
- Decisions to try new things in routine moments
Now more than ever before, shoppers can make more out of their brain breaks and downtime. In addition to creating content, promotional offers, and targeted ads on social media, ecommerce marketers should optimize every last detail—including transactional emails like shipping notifications, purchase confirmations, and status updates.
Triggered by buying behaviors, these messages can help generate repeat sales and deepen customer engagement. According to research from Experian, the revenue per email from transactional messages dwarf bulk emails. Open and transaction rates for messages are also higher since shoppers want to know when their orders will arrive.
Great content is educational, helpful, and entertaining. As a marketing strategy, it’s also cost-effective and impactful to ROI. That’s why 78% of CMOs see custom content as the future of marketing. Not to mention, brands that rely on content save over $14 on each new customer acquired.
In theory, content is something that companies can create as soon as tomorrow. It takes minimal resources to launch a blog or create a product guide. But you need to be thoughtful and strategic about your approach: consumer attention spans are spread thin, and audiences have high-quality standards for what they’re reading, watching, and interacting with.
A good strategy pays off:
- Interesting content is one of the main reasons why people follow brands on social media.
- 64% of people say that customer experience is more important than price point in their choice of a brand.
- Marketers who prioritize blogging are 13x more likely to generate a positive ROI.
- Content can help double website conversion rates from 6% to 12%, says HubSpot.
As powerful as content is, it’s also tough to do right.
9. B2B Ecommerce Is Dwarfing B2C Ecommerce by Over $5 Trillion
In 2017, according to Statista, “the gross merchandise volume of business-to-business e-commerce transactions is projected to amount to 7.66 trillion U.S. dollars, up from 5.83 trillion U.S. dollars in 2013.”
That difference in growth almost matches the entire amount of projected transactions in B2C ecommerce, at $2.143 trillion in 2017.
In addition, the average conversion rate of B2B survey respondents was 10% — over three times higher than the 3% average reported by B2C ecommerce executives.
Naturally, the opportunity comes with its own challenges. Every B2B ecommerce buyer is also likely a B2C ecommerce shopper. Having shopped at Amazon, they’ll also be conditioned to want a similar experience — fast, direct, streamlined operations with no resistance between search and checkout. They want to buy at the website, not through a sales rep.
10. Fragmentation Is the Future of Ecommerce’s Biggest Challenge
Thanks to the accessibility of digital, consumers have access to more buying opportunities than ever before. Our phones give us immediate access to more retailers than we can count.
For big-ticket items, in particular, this means an exponential increase in touchpoints.
Image via Think with Google
While lower-cost products rarely take three months of research, nearly all online buyers now follow a similar, meandering path.
If you’re a large company, you may be scared because niche boutiques are well-positioned to gain market share. If you’re a small company, you may be excited about the lower barriers to market entry and growth. No matter where you sit on the fence between startup and dominant industry player, there’s an opportunity to win and an opportunity to lose.
3. Study Amazon in detail.
Next you must ensure you understand Amazon in detail. You will be asked tons of questions regarding Amazon, so it's best to be prepared. Here are company details for Amazon that you must prepare for:
If you have ever interviewed before, you should know that questions regarding the company are common throughout the process.
You want to show throughout the process that you have done your research about the company, know where the company is going and why you’re excited about the same.
This chapter will give you a list of areas that you need to prepare for, specifically about Amazon.
When studying information about a company, it’s important for us to have a framework in place.
Here is a good framework to use when studying Amazon or any company for that matter.
- Company’s Vision and Mission
- Company’s Culture and Values
- Products and Services
- Management Team
- Future Plans and Threats
Amazon’s vision statement is “To be Earth’s most customer-centric company, where customers can find and discover anything they might want to buy online.” This vision statement underscores the organization’s main aim of becoming the best e-commerce company in the world. The following components or characteristics are emphasized in Amazon’s vision statement:
a. Global reach
b. Customer prioritization
c. Widest selection of products
Amazon’s mission statement is as follows: “We strive to offer our customers the lowest possible prices, the best available selection, and the utmost convenience.” This mission statement promises an attractive e-commerce service to satisfy customers’ needs. The following components or features are identifiable in Amazon’s mission statement:
a. Lowest prices
b. Best selection
c. Utmost convenience
The diagram summarizes Amazon’s way of operating very well. Note that there are no “Take Profits” here. It’s a closed loop.
We have already covered in this great detail earlier in this class. You can either refer to that section of read more about Amazon’s principles of leadership here.
These are some of Amazon’s key businesses:
You can find these by going to the link below on Amazon’s job website.
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You can further drill down into some key businesses to understand the various teams that operate it. You can further drill down into some key businesses to understand the various teams that operate it. These will be important to understand as you go through your interviews.
This section should be answered specific to the group/product/category that you are considering. Amazon has tons of businesses and each business caters to a specific customer demographic, so it’s impossible to summarize them all here.
Big picture you should collect demographic information for the customer that the group you are trying to get a job with is going after.
Examples of what data you should collect:
a. Age bracket
b. Household Income (HHI)
c. Male/Female Ratio
d. Average Spend per Year
Amazon has tons of different customers, each different for the different products it offers.
Here is a chart from Business Insider
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The article says that amazon customers consist of upper and middle class social groups who have an inclination towards using e-commerce portals and are comfortable with online shopping.
Amazon has tons of different competitors for the various businesses that it operates in, but we look at its e-commerce business, here is a short list:
So what competitive advantage that Amazon have over these competitors? The following article describes it in greater detail:
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The highlights clearly show that one the advantages that Amazon has is that it has massive customer retention. Its customers consistently come back and buy from the site. The massive number of credit cards it has on file and the trust its customers have with the company give Amazon an edge.
Here are few other strengths of the company.
- Strong Background and Deep Pockets – Built on its early success with books, Amazon now has product categories that include electronics, toys, games, home and kitchen, white goods, brown goods and much more. Amazon has evolved to be a global e-commerce giant in the last 2 decades.
- Customer Centric: Company’s robust CRM has created customer centric processes in order to carefully record data on customer’s buying behavior. This enables them to offer individual items, related items or bundle them as an offer, based upon preferences demonstrated through purchases or items visited. Also, the company claims that 55% of their customers are repeat buyers resulting in low cost of acquisition of new buyers.
- Cost Leadership: In order to differentiate itself, the company has created several strategic alliances with other companies to offer superior customer service. The most important strategic tie ups are with logistics providers who control costs. Through economies of scale, Amazon is able to lower the inventory replenishment time.
- Efficient Delivery Network: With its strategic partners and due to its fulfilment centers, Amazon has created a deep and structured network in order to make the product available even at remote locations. It also has free of cost delivery charges in certain geographies.
- GLOCAL Strategy: By using the strategy of “Go global and act local”, Amazon is able to fight with domestic c-commerce companies either by absorbing or by forming or partnering with other supply chain companies. They brand too for the local taste. For example - In India, Amazon is currently using the “Aur Dikhao” campaign to encourage users to browse more of their products.
- Acquisitions: Acquiring companies like Zappos.com, Junglee.com, IMBD.com, woot.com etc. Has proven to be a successful and revenue generating for Amazon.
Here are a few examples of some of the weaknesses of Amazon as a company.
- Shrinking margins: Due to its extensive delivery network and price wars Amazon’s margins are shrinking, which resulting in losses.
- Tax Avoidance issue: Amazon has attracted negative publicity on account of tax avoidance in countries like U.S & UK. Most of its revenue is generated from these well established markets.
- High Debt: In many developing nations Amazon is still struggling to make the business profitable and so has to continue to take on debt.
- Product flops – Amazon launched the Fire Phone in the US which was a big flop. At the same time, Amazon Kindle Fire did not pick up as strongly as Kindle did.
One thing to note is that this is not a comprehensive list, but simply a few items that you can take to your interviews. At the end of the day, do your research and go prepared. But if you’re running short of time, this is a good list to go with.
The key man behind Amazon is Jeff Bezos. I recommend you read a brief bio on him - https://en.wikipedia.org/wiki/Jeff_Bezos. He runs a tight ship at Amazon, so you’ll need to familiar with his style of operating if you’d like to work there.
Here are a few financial metrics of Amazon. I recommend memorizing them before your interview (or read about these latest metrics a day or so before your interview).
As of this writing, it’s clear that Amazon is running at a loss, but its top line continues to grow very strongly.
Additionally, we can also look at some customer metrics at Amazon. A few examples:
The image shows that Amazon has a total of approximately 250MM active customers.
You can get more statistics on Amazon from the following link:
The following is not a comprehensive list, but only a sample of a few opportunities and threats that you can take with you to your interview. I recommend doing your own research as you start preparing.
- Backward Integration: Amazon can come up with its in-house brands in different product categories. They can also differentiate their offering. This will help them make profits in highly competitive E-commerce market.
- Global Expansion: Expansion mainly in Asian & developing economies will help Amazon because those are the markets with low competition in E-commerce industries & are not saturated like developed economies.
- Acquisitions: By acquiring E-commerce companies it can decrease the competition level & also can use the specialized capacity of the other company.
- Opening physical stores outside U.S: By doing this Amazon can help the customers to engage with the brand, resulting in increase in repeat purchases & increase in loyal customer base.
- Low entry barriers of the industry: Low entry barriers affect current players as more companies means tougher competition, price wars, shrinking margins and losses.
- Government regulations: Not having clarity on the issues related to FDI (Foreign Direct Investment) in multi brand retail has been a big hurdle in the success of e-commerce players in many developing nations.
- Local competition – India has SnapDeal and Flipkart who are local e-commerce retailers and are taking away majority of the market share. Similarly, there are many local players who take bites from the market share thereby making it hard for a big player like Amazon to make profits.
For this section, I recommend pulling open the newspaper the morning of the interview and see what’s going on with Amazon. Is there news of an acquisition? Maybe there’s news about its earnings or growth or new offices its opening. Maybe there is a scoop that someone published. Whatever the case, be ready the day of the interview, so that you are not caught off-guard with any questions. At the same time, you’ll be able to showcase your preparedness to the interviewer.
Before your interview, I highly recommend this read, which is a case study on Amazon. It’s long, but definitely worth it as you are doing your research on Amazon before your interview.
It is a long case study on Amazon that should give you enough research before your interview.
4. Study the Job Description for the Position of Fulfillment Associate at Amazon.
The job description is a vital piece of the interview process at Amazon. The job description can be used as the language of the company. Here is what we recommend.
1. Print out the job description.
2. Highlight the key responsibilities within the job description.
3. Think about times in your career or personal life where you've shown or performed those responsibilities.
It is almost guaranteed that you will get questions related to these responsibilities, so why not prepare for them in advance.
You can practice with the job description below:
Amazon is looking for individuals who can thrive in a fast-paced environment that involves working with and around moving machinery. Fulfillment centers are where associates bring Amazon orders to life for our customers.
About Amazon Fulfillment centers:
Amazon Fulfillment centers can be as large as 28 football fields and can hold millions of items, ready for our customers to order by the click of a button. You will work with lots of fellow Amazonians—and meet even more great people during the holiday seasons. The items shipped in each warehouse can range in size from books and cosmetics to kayaks and flat screen televisions. As an Amazon associate, there are a variety of jobs you can be trained in and asked to do. These include but are not limited to stowing items into a bin, picking customer orders, packing these orders, sorting items and placing packages on to trucks. Our Amazon Robotics facilities use automation to help you quickly serve our customers by having an Amazon robotic unit bring products to your workstation. In traditional buildings, you do the moving by walking to the product. Some buildings rely upon powered industrial trucks (PIT) equipment such as double pallet stackers, stand-up lifts, and order pickers which lift you up as high as 40 feet. You will be expected to have an understanding of all aspects of your role and to follow specific safety, quality and production standards in order to meet the customer demand. Below is a guide to gain a better understanding of our building types so you can make the right choice for you. Understanding our building types will ensure you and our teams are set up for success so that we can continue to make history together.
Things you should know about working in an Amazon Fulfillment center:
- We are committed to providing one of the safest work environments. This means you wear a reflective vest, stretch, provide safety tips, and recognize each other for working safely.
- We are customer obsessed, and together we focus on the customers to ensure their satisfaction. Because meeting customer expectations are a must, quality and productivity are critical.
- Noise levels vary and can sometimes be loud in parts of the building. Hearing protection is available.
- A relaxed dress code gives you freedom to move around and feel comfortable (but safe) while working.
- Amazon lets customers order whatever they need, whenever they need. Flexibility is key; associates should be open to working voluntary and mandatory extra hours and to working at a fast pace.
- Even with climate controls, temperature in some parts of our Fulfillment centers may vary between 16 and 32 degrees, and can occasionally exceed 32 degrees. Especially if you’re working in the truck yard or inside of a trailer on the dock during a hot day.
- Some tasks will require standing in one place for extended periods of time (up to 10-12 hours a day), while others involve walking around the facility, including climbing stairs – comfortable, closed-toed shoes are a must!
What does a Warehouse Associate do?
- Receives product using frequency scanners, pulls and packs products and unloads shipments from trucks.
- Hands-on work. You can expect to handle packages ranging from small envelopes up to boxes weighing up to 49 pounds.
- Be on the move. You should be willing and able to operate carts, dollies, hand trucks and other moving equipment in order to move large quantities of merchandise throughout a 10-12-hour day.
- Potential requirement to operate powered industrial truck equipment. You may be asked to stow and pick items from our racks, which can be approximately 45 feet tall, and sometimes in narrow aisles.
Hourly Pay Rate: $14.25
- Health care benefits, starting day one
- Holiday and overtime pay (overtime pay starts after 40 hours per work week!)
- Paid time off
- Maternity and Parental leave benefits
- Restricted Stock Units (RSUs)
- Employee discount
- We also offer flexible work schedules for associates who are in school
We want you to join the team if you can check these boxes:
- Flexibility to work any shift, willing and able to work overtime as required
- You must be able to lift up to 49 pounds, stand/walk for up to 10-12 hours a day and be able to frequently push, pull, squat, bend, and reach, all with or without reasonable accommodation.
- You’re able to continuously climb and descend stairs safely (applies to sites with stairs).
- You are comfortable working on a secure mezzanine at a height of up to 40 feet (applies to buildings with mezzanines).
- You must be willing and able to work on powered industrial trucks, such as a forklift or order picker.
- Must be at least 18 years old
- Have obtained a high school diploma or equivalent
5. Practice the Top Questions and Answers consistently asked.
Finally, you must practice the top questions that have been consistently asked as part of the Fulfillment Associate interview at Amazon. Here is a list that you should be prepared for:
Tell us of a time when you had to venture outside of company procedures or protocols to satisfy a customer.
You run a packing department where customer orders are categorized into small, medium and large batches. In general, you try to rotate your packers between all sizes of customer orders since there have been prior cases reported of shoulder strain from folks doing large batches for a full shift. Ian is your best large item packer; he can do twice the expected rate seemingly without even trying. He has been packing large items all morning. After lunch, you see your queue has grown in the large batch area. If you keep Ian in the large item packing area, he can get the work accomplished without any impact to production. Or you would need to move two employees into backfill his role which may impact your overall production for the day. What do you do?
What was the largest risk you ever took in previous jobs?
How do you manage difficult employees?
Math Question: Inbound Flow Question: You oversee the department that receives the product in to the building and stows it to the bin where it is accessible by the department. You have two options on how to receive and stow the product. In the first option, you receive the product at 250 units per labor hour and stow it at 100 units per labor hour. You must receive it and stow it for the unit to count for production. This process results in 1% of the units stowed being incorrect. You can find and fix these errors at a rate of 20 units for labor hour with what you believe is almost 100% accuracy. In the second option, you receive and stow the product in one step vs. two. The rate for this process is 80 units per labor hours for receive and stow. This process results in 1.5% of the units being stowed being incorrect. You can find and fix these errors at a rate of 20 units per hour with what you believe is almost 100% accuracy.
a. Which option would you select to process today's units and why?
b. Does your answer change if you are told you must fully process 100,000 units today? If yes, why?
c. Does your answer change if you are told that you have 15 associates today and you must fully produce the maximum number of units possible? If yes, why?
Math Question: You have 30 associates, 2 are not on the production floor. Each can process 150 units per hour; each works 8 hr. days, 5 days week; each day each worker is given 2 15 min breaks. How many units can they output per week?
Math Question: You have an upstream Picking department that feeds two downstream packing departments: A and B. 75% of your Pick volume goes to department A, which has a packing rate of 150 units per labor hour (uph). 25% of the Pick volume goes to department B, which is for large items, and has a pack rate of 25 units per labor hour. Your pickers pick both large and small items throughout the day at an overall average rate of 100 units per labor hour. You have 25 people today for all 3 departments, and you absolutely must pack 7,500 units in department A to meet a customer promise metric. How do you allocate labor to balance the flow in your department if you work a 10-hour shift?
Do not assume breaks or lunches in your answer.
Give an example of how you made a process improvement at your last job.
How many pieces can your area move with 10 employees, working 16 of hours - per day? Make any other assumptions you'd like.
You have a department where the average packing rate is 200 units per labor hour per person with 20 direct packers and 5 associates in indirect positions. What are your department’s total units produced in a 10-hour day?
Tell me about a time where you felt your team was not moving to action quickly enough. What did you do?
What was one way you were able to save costs?
Describe a time you had to use numbers to make a decision.
Describe a time you had to think quick on your feet.
What's the difference between a manager and a leader?
Tell me about a time you had to deal with opposition to a decision you had made. How did you overcome it?
How do you prioritize your time when your boss gives you several competing priorities?
Give me an example of a project you completed and delivered good results under a tight deadline. Walk me through the how you identified the opportunity and how you measured the success of the project.
What makes a good leader and how does that match up with your personal style?
Share a situation where you made a wrong decision that ultimately lead to a failure.
Tell me about an event where you had no control but was able to recommend change?
In what way did you invent a new process or procedure to improve your last company or organization?
Hope this helps.
Till next time,
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