Detalle de la Oferta

Descripción de la Oferta

Description

This is an exciting opportunity to join a new emerging business in transportation. We are a startup team looking for a highly driven, entrepreneurial, analytical and customer-obsessed Customer Growth Manager (CGM) to provide operational and relationship support to high-volume shippers. This role plays a critical part in ensuring the success and satisfaction of Amazon Shipping partners by managing key escalations, providing proactive insights, and delivering a seamless support experience.
The CGM will work closely with onshore CGMs.

Key job responsibilities
CGMs support shippers by resolving issues and driving improvements across six primary categories:
1. Pickup Support-Resolve missed, delayed, or urgent pickup requests. Minimize shipper disruptions through timely coordination and response
2. Tracking and Delivery Resolution- Investigate tracking anomalies and delivery delays. Provide clear and accurate updates to shippers. Support recipient satisfaction by resolving delivery concerns
3. Billing & Account Management-Address invoicing discrepancies and payment processing issues. Monitor invoice limits and account configurations. Manage updates to warehouse addresses and contact points
4. Claims Assistance-Guide shippers through the compensation process for lost, damaged, or delayed packages. Review denied claims and ensure adherence to Amazon policy
5. Proactive Account Optimization-Conduct data analysis to identify trends and growth opportunities. Deliver insights via Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs). Promote awareness and usage of self-service tools and best practices
6. Complex or Cross-functional Escalations- Manage escalations that span multiple functions or require unique resolution paths. Partner with internal teams to resolve issues such as property damage, vendor mis-shipments, drop trailer incidents, or API integration errors.

A day in the life
Engage both internally and externally to Amazon to understand key customer pain points and generate strategic and impactful solutions.

Basic Qualifications

- Bachelor's degree, or MBA in supply chain management, operations, engineering, analytics or related field
- 2+ years of customer support experience, or experience in leadership or account management positions
- Experience dealing effectively with customers during problem resolution and operating efficiently under pressure, or experience troubleshooting and documenting findings
- Experience working cross functionally across several teams
- Knowledge of customer experience, listening to customers' voice and work backwards to improve business process and operations

Preferred Qualifications

- Experience with startups or large enterprise customers
- Experience with advanced use of Excel and using statistical analysis applications
- Familiarity with Amazon Transportation Services (ATS) or logistics systems

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Educación Superior