Customer Success Manager, Logistics and Freight

About AMZ Prep

AMZ Prep is building the fulfillment infrastructure for omnichannel e-commerce brands. We handle 2-day global fulfillment across Amazon, Shopify, Walmart, TikTok Shop, and beyond — so brands can scale without the logistics headache. We work with some of the fastest-growing e-commerce brands doing $5M–$50M+, and we're growing fast.

What You'll Do

Customer Service Leadership

• Own the customer service function for AMZ Prep's freight division
• Lead, manage, and develop a team of Dispatch Managers reporting directly to you
• Set the standard for how the team communicates, escalates, and resolves issues
• Build a customer service culture defined by speed, accountability, and ownership

Customer Communication & SLA Management

• Track and manage day-to-day communication SLAs across all freight customers via Front
• Ensure every customer inquiry, update, and escalation is handled within defined response windows
• Monitor team-level performance against communication standards and hold the bar high

Business Reviews

• Host weekly, monthly, and quarterly business reviews with freight customers
• Prepare and present performance data, trend analysis, and forward-looking recommendations
• Use QBRs to deepen relationships, surface risks early, and identify growth opportunities

Escalation Management

• Serve as the senior point of escalation for all freight-related customer issues
• Own resolution end-to-end — from identification through to customer sign-off
• Identify root causes and drive process improvements to prevent repeat escalations

Quoting & Commercial Support

• Oversee the quoting process for freight customers
• Ensure quotes are accurate, competitive, and turned around quickly
• Collaborate with internal teams to align pricing with operational reality

Shipment Coordination & Execution

• Coordinate inbound and outbound shipments across multiple carriers and transportation partners
• Monitor shipment movement and proactively escalate delays, risks, or service disruptions
• Ensure timely communication and visibility for internal teams and clients
• Execute across FTL, LTL, parcel, and freight movements

Carrier Management & Performance

• Own day-to-day carrier relationships and communication
• Track carrier performance against SLAs and operational expectations
• Escalate service failures and drive resolution
• Lead continuous improvement initiatives to raise carrier performance standards

Billing, Reporting & Data Analysis

• Process and validate transportation invoices and related charges
• Own transportation reporting and operational analysis
• Analyze shipment and carrier data to surface trends, gaps, and cost opportunities
• Maintain accurate shipment documentation and operational records

Cross-Functional Collaboration

• Partner closely with Operations, Customer Success, Finance, and Warehouse teams
• Communicate operational risks, delays, and dependencies clearly and proactively
• Lead onboarding and transitions for new freight customers and internal initiatives

Continuous Improvement

• Identify gaps in transportation workflows and processes
• Develop SOPs, reporting structures, and standardized workflows
• Drive improvements that reduce operational friction and improve execution consistency

What We're Looking For

• 5+ years of experience in freight, logistics, 3PL, or supply chain operations
• Proven experience managing a team — you know how to lead, coach, and hold people accountable
• Hands-on experience with Front or similar customer communication platforms
• Strong track record running business reviews (weekly, monthly, QBRs) with enterprise clients
• Background in a 3PL, freight forwarding, or logistics environment strongly preferred
• Excellent communicator — confident presenting to customers and senior stakeholders
• Highly organized with a strong grasp of SLA management and operational reporting
• Analytical mindset with hands-on experience working with operational data and reporting
• Experience managing freight quotes and understanding of transportation pricing is an asset
• Proficiency in Microsoft Excel; experience with TMS or logistics platforms is an asset

Who Thrives in This Role

• A natural leader — your team looks to you to set the tone
• Customer-obsessed but operationally grounded — you understand the business behind the relationship
• High ownership mentality — escalations don't sit, they get solved
• Calm under pressure with a bias toward fast, clear resolution
• Structured and proactive — you run tight reviews, track the right metrics, and communicate clearly
• Thrives in a fast-moving environment where no two days look the same

What Success Looks Like

• All customer communication SLAs are consistently met across the team
• Business reviews are running on schedule and driving real customer value
• Escalations are resolved quickly with root causes addressed
• Shipments move efficiently with minimal disruption
• Carrier performance is actively tracked, managed, and improved
• Quotes are accurate and turned around with speed
• Billing and reporting are accurate and on time
• Your team of Dispatch Managers is performing, growing, and aligned
• Freight customers feel supported, informed, and confident in AMZ Prep

Why Join AMZ Prep Now

We're a logistics company with real infrastructure, real clients, and a massive opportunity to embed AI into every layer of how we work. Most of our operational complexity — client onboarding, partner coordination, warehouse SLAs, fulfillment exceptions — is still handled manually. That's the opportunity.

You'll be an early builder with direct access to leadership, real problems to solve on day one, and the ability to shape how AI gets used across a growing, operationally intensive business.

AMZ Prep is proud to be an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other legally protected status. We celebrate diversity and are committed to fostering an inclusive environment for all employees.

How We Hire

We move fast. Here's what the process looks like:

Step 1 — Apply + Culture Test Submit your application and complete our internal Culture Test — a short evaluation that helps us understand how you think and operate.

Step 2 — Testing Period If there's a fit, our team will send you a real mini-challenge to see how you think including a 90 day plan of how you'd impact AMZ Prep inside of this role.

Step 3 — In-Person Interview If you're moving forward, we'll bring you into our office for a second interview with the AMZ Prep team.

Step 4 — Offer + Start We don't drag our feet. If it's a yes, we'll extend an offer quickly and expect you to be ready to start immediately or within 2–4 weeks.

Job Types: Full-time, Fixed term contract

• Please apply using Culture Test:

https://culture.amzprep.com/t/amz-prep-culturetest

Pay: $61,272.00-$87,893.00 per year

Application question(s):

• Please submit a 2-minute Loom video introducing yourself, and why you're a strong fit for this role! Sell yourself and have fun with it.
• Culture is everything at AMZ Prep. It's how we know you're the right fit, and how you know we are too. Please complete our Culture Test.

https://culture.amzprep.com/t/amz-prep-culturetest

• Are you comfortable working in-office 3 days a week at our Mississauga location?
• Describe your background in freight. What types of shipments, carriers, or freight operations have you worked with? Please give examples.
• Have you previously managed a team? If yes, how many direct reports did you oversee?
• If a new customer was interested in using AMZ Prep for freight and also wanted to come see our warehouse, how would you support the sales manager in winning that deal? Tell us about what the in-person meeting / warehouse tour would look like? How would you stand out?
• Describe a time you owned a major customer escalation end-to-end. What happened and what was the outcome?
• What is your available start date? When can you start?
• What is your expected compensation?

Work Location: Hybrid remote in Mississauga, ON