Manager, Customer Logistics

Amy's Kitchen•Petaluma, CA

6d•$111,200 - $166,800•Remote

About The Position

The Customer Logistics Manager is responsible for managing day-to-day order-to-cash execution and ensuring a positive experience for all customers while leading the Customer Service and Logistics operations teams, including Transportation Coordinators and Logistics Specialists. The position organizes, directs, and supervises assigned staff in the performance of their job duties to ensure seamless order processing, daily transportation scheduling, carrier coordination, and operational flow for Amy’s domestic and international customers. With an intense focus on operational excellence and meeting customer requirements, this position interacts directly with customers, internal sales partners, carrier partners, third-party logistics (3PL) providers, inventory control, Information Technology (IT), and Accounts Receivable (A/R). The Customer Logistics Manager oversees the daily management, training, and operational execution of Customer Service representatives, Transportation Coordinators, and Logistics Specialists to consistently meet customer expectations according to department and company operational goals.

Requirements

Bachelor's degree (B. A. or B. S.) from four-year college or university; or equivalent combination of education and experience.
7-10 years of experience managing customer service, order execution, transportation coordination, or logistics operational teams, preferably within a CPG (consumer packaged goods) environment.
Proven experience in managing order-to-cash execution, carrier freight operations, transportation dispatch, and warehouse/3PL coordination.
Hands-on experience conducting operational execution meetings with customers, carriers, and internal supply chain partners.
Demonstrated proficiency using ERP systems for order management and logistics execution (Oracle ERP experience strongly preferred).
Must have excellent organization, prioritization, and operational problem-solving skills in a fast-paced environment.
Strong execution-focused verbal and written communication abilities.
Flexible and able to manage multiple daily logistics and order execution activities in a calm, professional manner.
Ability to supervise, train, and build collaborative teamwork across Customer Service, Transportation Coordinators, and Logistics Specialists.
Strong proficiency in computer systems, including ERP order management, transportation management tools, EDI, and Excel.
Ability to calculate figures and amounts such as freight rates, volume discounts, order fill rates, percentages, proportions, and operational cost variances.
Ability to define operational problems, collect shipment and order data, establish facts, and draw valid actionable conclusions to maintain seamless order-to-cash execution.
Ability to interpret technical transportation and system instructions.

Nice To Haves

Oracle ERP experience strongly preferred.

Responsibilities

Provide hands-on management of Customer Service staff, and Logistics Specialists for executing domestic and international customer orders from order capture through carrier tendering, transit, and final delivery.
Organize daily team workflow—including standard operational procedures, order scheduling, transportation dispatch coordination, and issue resolution—to effectively respond to customer requests, carrier updates, and internal requirements in a courteous, timely, and professional manner.
Direct and manage the operational month-end order management and shipment fulfillment reconciliation process.
Maintain and update operational business intelligence dashboards and operational metrics to track daily order-to-cash performance, carrier on-time delivery, order fill rates, and order fulfillment status.
Lead operational reviews to address daily tactical challenges and pain points across Customer Service and Transportation logistics, providing direct guidance to cross-functional partners to meet customer order delivery schedules.
Serve as the primary operational super-user for Order Management and Logistics modules in the ERP system (Oracle), providing hands-on training, system support, and routine execution management for team members.
Oversee and approve customer master set-ups and logistics parameters in the ERP system, ensuring accurate billing, shipping, and order processing rules.
Manage daily Electronic Data Interchange (EDI) transaction flows, including customer purchase orders (POs), warehouse orders, shipping confirmations, and freight tenders. Daily troubleshooting and resolution of transaction failures with IT, 3PL providers, carriers, and inventory control.
Manage order allocation execution and daily product prioritization for customer orders and distribution center (DC) stock transfers during constrained inventory periods or promotional execution.
Track customer service and freight execution costs against operational budgets to ensure daily logistics activities remain aligned with budget targets.
Oversee and direct the customer claims, overage, shortage, and damage (OS&D) process—ensuring proper documentation, root-cause identification, carrier freight claim processing, and prompt resolution with Accounts Receivable.
Monitor customer supply chain portals (e.g., Walmart Retail Link, Publix, Target, Amazon) to execute required delivery appointments, manage vendor compliance, and resolve daily operational delivery issues.
Supervise, train, and cross-train assigned staff across Customer Service, transportation scheduling, and logistics specialist roles to ensure uninterrupted operational coverage for all domestic and international order execution.
Maintain, update, and enforce Standard Operating Procedures (SOPs) for order management, freight coordination, carrier tendering, and customer service workflows.
Ensure prompt, daily operational communication with the VP of Logistics Operations & Chief of Staff, Supply Chain regarding delivery exceptions, carrier service disruptions, or operational escalations.
Collect, track, and publish daily and weekly operational execution metrics, including carrier on-time performance, order processing lead times, OTIF (On-Time In-Full) metrics, and shipment volume throughput.
Uphold the mission of the Amy’s Food Safety and Quality Policy. This includes following all Food Safety and Sustainability programs and participating in all required training.
Supervises the Customer Logistics execution team, including Customer Service Representatives, Transportation Coordinators, and Logistics Specialists (currently 10+ employees). Responsible for operational workflow assignment, daily performance tracking, training, and administrative oversight.