Customer Growth Manager, Amazon Shipping

Customer Growth Manager (CGM)

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:

• Pickup Support: Resolve missed, delayed, or urgent pickup requests. Minimize shipper disruptions through timely coordination and response
• Tracking and Delivery Resolution: Investigate tracking anomalies and delivery delays. Provide clear and accurate updates to shippers. Support recipient satisfaction by resolving delivery concerns
• Billing & Account Management: Address invoicing discrepancies and payment processing issues. Monitor invoice limits and account configurations. Manage updates to warehouse addresses and contact points
• Claims Assistance: Guide shippers through the compensation process for lost, damaged, or delayed packages. Review denied claims and ensure adherence to Amazon policy
• 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
• 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.