Customer Growth Manager, Shipping

hace 1 semana

San José, San José, Costa Rica Amazon A tiempo completo
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
  • 3+ years of business development, partnership management, or sourcing new business experience
  • 3+ years of developing, negotiating and executing business agreements experience
  • Bachelor's degree
  • Experience with sales CRM tools such as Salesforce or similar software
  • Experience in setting up and managing a sales pipeline
PREFERRED QUALIFICATIONS
  • Experience interpreting data and making business recommendations
  • Experience in online advertising or high-tech products/services

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

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