American Expediting

Role Description The Director of Pricing Strategy leads the development and execution of the company’s pricing strategy to drive profitability, market competitiveness, and revenue growth. This role is responsible for overseeing pricing frameworks, governance, analytics, and operational processes across the organization and serves as the enterprise leader for pricing strategy and pricing governance. Working closely with Finance, Sales, Product, Operations, and Executive Leadership, the Director of Pricing uses market insights, financial analysis, and customer trends to optimize pricing decisions and support business objectives. The role also provides leadership to the Pricing team by establishing scalable processes, improving pricing effectiveness, and fostering a data-driven approach to pricing strategy and performance. This position will act as the strategic authority on pricing philosophy, structure, and discipline across the organization. Qualifications - Bachelor’s degree in Finance, Business, Economics, Mathematics, or a related field; MBA or advanced degree preferred - 8+ years of progressive experience in pricing, revenue management, financial analysis, or commercial strategy - Proven experience developing and implementing strategic pricing initiatives - Strong analytical, financial modeling, and problem-solving skills - Demonstrated leadership experience managing teams and cross-functional initiatives - Excellent communication, negotiation, and stakeholder management abilities - Advanced proficiency with pricing analytics tools, Excel, BI platforms, and ERP/CRM systems - Experience designing pricing governance frameworks and leading enterprise-level pricing decisions preferred Requirements - Develop and execute a comprehensive pricing strategy aligned with company growth objectives, market conditions, and profitability goals - Lead the evolution of pricing models, methodologies, and governance practices across products and services - Identify opportunities to improve pricing effectiveness, margin performance, and revenue optimization - Establish pricing policies, approval frameworks, and best practices - Own enterprise pricing governance, including pricing guardrails, approval authority, and escalation frameworks - Recommend and influence pricing strategy at the executive level, including pricing implications related to growth, margin expansion, and customer segmentation - Manage company’s annual GRI process and continuously evaluate and recommend price adjustments where needed - Analyze market trends, competitive positioning, customer behavior, and financial performance to inform pricing decisions - Utilize data-driven insights to evaluate pricing performance and recommend adjustments - Partner with Finance and Commercial leadership to assess profitability, discounting trends, and pricing opportunities - Develop reporting dashboards and KPIs to monitor pricing effectiveness - Lead pricing scenario modeling, elasticity analysis, and profitability assessments to support strategic decision-making - Collaborate with Sales, Finance, Product, Operations, and Executive Leadership to ensure pricing strategies support business objectives - Provide strategic pricing guidance during contract negotiations and commercial discussions when required - Align pricing initiatives with broader organizational goals and customer value propositions - Serve as the senior pricing partner to Sales leadership on complex bids, strategic accounts, and pricing exceptions - Partner with Operations and Finance to catalog current cost expectations across service lines, with as much granularity as possible, as structured inputs for pricing models - Drive cross-functional initiatives and governance processes to formalize cost expectations across driver, airline, and vendor cost categories - Identify the highest-impact opportunities for cost improvement and partner with operational leadership to create initiatives that address them - Ensure all clients are billed with precision against contracted rates and pricing structures - Establish KPIs for billing accuracy and build exception reporting to identify and resolve discrepancies - Support the development of well-governed processes that connect pricing decisions to downstream billing execution - Lead, mentor, and develop the Pricing team - Build scalable pricing processes, tools, and operational standards - Drive continuous improvement initiatives to enhance pricing efficiency and consistency - Foster a culture of analytical thinking, accountability, and collaboration - Establish the long-term vision, structure, and capabilities of the Pricing function Company Description American Expediting provides on-demand transportation services for healthcare and mission-critical industries. Our people are smart, creative problem-solvers dedicated to crafting custom transportation solutions. Our reputation for excellence is hard-earned, with on-time delivery performance for on-demand and scheduled, time-critical shipments. Our focus on continuous innovation means we're always ready to meet the ever-evolving needs of our customers.

Customer Service Representative Remote Availability: This role supports a 24/7 call center environment. Candidates must be willing and able to work flexible hours, including nights, weekends, and holidays, as needed. ABOUT THE COMPANY: American Expediting provides on-demand transportation services for healthcare and mission-critical industries. Our people are smart, creative problem-solvers dedicated to crafting custom transportation solutions. Our reputation for excellence is hard-earned, with 99.3% on-time delivery performance for on-demand and scheduled, time-critical shipments. Our focus on continuous innovation means we're always ready to meet the ever-evolving needs of our customers. POSITION SUMMARY: The Customer Service Representative (CSR) provides specialized service to critical customers and design logistics solutions at their request. Most often this is to place a request for a new transportation service that will be delivered on demand within a few hours, other times it is to update the customer on the status of an existing task or to make changes to a task in progress. Additionally, the CSR may interact with dispatchers to engage transportation service providers and outside vendors as required to ensure customer needs are fulfilled. REPORTS TO: Customer Service Supervisor RESPONSIBILITIES: - Present a positive and professional face to customers, drivers, and other employees of American Expediting - Answer and respond to all assigned inbound calls and email and chat requests from customers, drivers, and/or other American Expediting employees - Ensure timely and efficient service for customers according to on demand requests - Follow the approved process/SOP for responding to customer inquiries and handling issues; answer questions and ensure customers/drivers understand and are satisfied with the responses - Promote and sell American Expediting products and services as needed - Leverage American Expediting systems to develop price quotes, provide rates as well as review and update shipment information; add relevant notes to accounts/shipments as needed - Work with customers to ensure that shipment requirements are met and that they are always kept informed during the process to ensure visibility - Confer with customers or supervising personnel to address questions, problems, and requests for service - Handle customer complaints and follow appropriate escalation procedures when necessary - Resolve service problems by clarifying the customer’s complaint, determining the cause of the issue, selecting and explaining the best solution to the problem, and expediting correction/adjustment and follow-up to ensure resolution - Act as a subject matter expert for peer side-by-side coaching and training as needed MINIMUM QUALIFICATIONS: - High School diploma or equivalent - General computer proficiency - Ability to speak clearly and respond to customers with accuracy - General ability to type and create professionally written replies quickly and with accuracy - Flexibility in working hours required. Weekend and overnight shifts are available. - Ability to be flexible regarding shift changes in an environment that is operating 24/7/365 is required. PREFERRED EXPERIENCE: - Healthcare or related industry experience - Logistics or expediting knowledge - Relevant previous call center experience with at least 2 years successful work experience - Familiar with time zones, military time KNOWLEDGE, SKILLS, AND ABILITIES: - Excellent verbal communication and problem-solving skills - Excellent written business communication skills - Customer focused and solutions oriented - Ability to work with a sense of urgency - Knowledge of principles and processes for providing customer service - Computer skills including Microsoft Office, Outlook, Teams - Good navigational skills - Analytical thinker and problem solver Pay Range for the position is up to $17/hr (depending on experience). This role is eligible for our Career Progression Ladder where, you'll gain the skills and opportunities to advance—and with every step forward comes increased responsibilities, new challenges, and a higher earning potential. American Expediting is an equal opportunity employer. In accordance with applicable law, American Expediting prohibits discrimination based on any legally recognized basis, including but not limited to race, color, religion, creed, gender, sex, gender identity, sexual orientation, age, national origin or ancestry, citizenship status, physical or mental disability, genetic information, veteran status, uniformed service member status, or any other basis protected by federal, state or local laws. American Expediting’s commitment to equal opportunity employment applies to all persons involved in our operations and prohibits unlawful discrimination by any employee, vendors and customers. To learn more about the benefits we provide to support our employees, visit www.americanexpediting.com/careers.

TITLE: Inventory Control Specialist LOCATION: Remote ABOUT THE COMPANY: American Expediting provides on-demand transportation services for healthcare and mission-critical industries. Our people are smart, creative problem-solvers dedicated to crafting custom transportation solutions. Our reputation for excellence is hard-earned, with on-time delivery performance for on-demand and scheduled, time-critical shipments. Our focus on continuous innovation means we're always ready to meet the ever-evolving needs of our customers. POSITION SUMMARY: The Inventory Control Specialist is responsible for ensuring inventory accuracy, system integrity, and operational consistency within warehouse operations. This role serves as a subject matter expert (SME) on inventory processes, warehouse systems, and client workflows, supporting both internal teams and customers through data analysis, process improvement, and issue resolution. The Inventory Control Specialist operates as a key operational resource, driving standardization, leading problem resolution, and ensuring service excellence across warehouse locations. REPORTS TO: Director of Warehouse RESPONSIBILITIES: Inventory Management & Accuracy - Maintain accurate inventory records and ensure alignment between physical inventory and system data - Monitor inventory transactions and reconcile discrepancies across internal and external warehouse management systems - Conduct root-cause analysis of inventory variances and implement corrective actions - Perform audits, cycle counts, and reconciliation activities - Ensure accurate processing of billable warehouse transactions - Maintain inventory data integrity across systems and reporting tools Systems & Process Expertise - Serve as the operational expert on warehouse systems and inventory workflows - Act as SME for internal and external warehouse management systems (WMS) and related operational platforms - Support system adoption, troubleshooting, and workflow optimization - Partner with Operations and IT teams to improve system functionality and reporting accuracy - Document system workflows and maintain operational process documentation Customer & Operational Support - Serve as subject matter expert on client-specific inventory processes, ensuring operational execution aligns with contractual and service expectations - Monitor, analyze, and drive performance against customer KPIs, identifying risks and implementing corrective actions - Act as a key liaison supporting customer requirements and operational execution - Communicate proactively regarding risks, delays, or service impacts - Support onboarding of new customer inventory programs Problem Solving & Escalation Management - Lead resolution of complex operational and inventory challenges - Independently investigate inventory discrepancies and operational exceptions - Serve as primary escalation lead for complex inventory, system, and customer operational issues, driving resolution through cross-functional coordination - Exercise independent judgment to diagnose operational problems and implement corrective solutions - Identify recurring problems and recommend preventative solutions Training, Documentation & Continuous Improvement - Train warehouse staff on systems, inventory procedures, and updated workflows - Develop, maintain, and update standard operating procedures (SOPs) - Develop standardized processes and best practices to support operational consistency across warehouse locations - Identify opportunities to improve efficiency, accuracy, and service performance - Participate in continuous improvement initiatives and operational projects Operational Leadership & Collaboration - Partner cross-functionally with Operations, IT, Customer Success, and Commercial teams to support implementations and operational execution - Support new customer launches, transitions, and operational expansions - Provide operational expertise during process design and workflow improvements On-Site Responsibilities (if applicable) - Serve as single operational lead at site location - Receive, pack, and ship orders - Manage facility cleanliness and organization - Act as primary operational point of contact - Oversee inventory controls where applicable MINIMUM QUALIFICATIONS: - 2+ years of experience in inventory control, warehouse operations, logistics, or supply chain environments - Experience working with warehouse management systems (internal and/or external platforms) - Strong analytical and problem-solving skills - Demonstrated ability to independently manage operational issues and influence outcomes across multiple stakeholders - Ability to work independently and prioritize in a fast-paced operational environment - Strong written and verbal communication skills - Ability to travel to internal facilities or customer locations as needed to support implementations, training, audits, and operational improvement initiatives Preferred Qualifications - Experience supporting healthcare, time-critical logistics, or forward stocking networks - Experience collaborating with commercial or pricing teams on operational execution - Familiarity with Dispatch Science, Freshdesk, Extensive WMS or similar operational and customer support platforms - Experience leading operational standardization or network optimization initiatives KNOWLEDGE, SKILLS & ABILITIES: - High attention to detail and strong organizational skills - Process-oriented with a continuous improvement mindset - Ability to analyze data and translate findings into operational actions - Strong collaboration and stakeholder management capabilities - Comfortable serving as a go-to operational resource within the facility American Expediting is an equal opportunity employer. In accordance with applicable law, American Expediting prohibits discrimination based on any legally recognized basis, including but not limited to race, color, religion, creed, gender, sex, gender identity, sexual orientation, age, national origin or ancestry, citizenship status, physical or mental disability, genetic information, veteran status, uniformed service member status, or any other basis protected by federal, state or local laws. American Expediting’s commitment to equal opportunity employment applies to all persons involved in our operations and prohibits unlawful discrimination by any employee, vendors, and customers.

TITLE: Customer Experience Manager REMOTE ABOUT THE COMPANY: American Expediting provides on-demand transportation services for healthcare and mission-critical industries. Our people are smart, creative problem-solvers dedicated to crafting custom transportation solutions. Our reputation for excellence is hard-earned, with on-time delivery performance for on-demand and scheduled, time-critical shipments. Our focus on continuous innovation means we're always ready to meet the ever-evolving needs of our customers. POSITION SUMMARY: The Customer Experience Manager is responsible for designing, delivering, and overseeing training, onboarding, and development programs that enable operational excellence across American Expediting’s workforce. This includes direct employees, independent contractors, vendors, brokers, and business partners. This role is hands-on and highly collaborative, requiring close work with operations, warehouse teams, commercial teams, IT, and customer success to ensure workforce readiness and consistent execution of customer requirements. The position is strategic yet execution-focused, with a particular emphasis on healthcare and life sciences customers, including Next Flight Out (NFO) and radiopharmaceutical logistics. REPORTS TO: Vice President of Customer Experience RESPONSIBILITIES: Training Strategy & Program Leadership - Develop and execute enterprise-wide training strategies that support onboarding, operational training, and continuous learning across all business units - Oversee training for employees, contractors, vendors, brokers, and agents - Design and deliver standardized programs including: - New hire onboarding - Operations and dispatch training - Customer service capability development - Vendor and agent onboarding - New manager training - Customer-specific SOP training - Ensure programs promote operational consistency, safety, compliance, and service excellence - Utilize the company Learning Management System (LMS) for training content development, deployment, and maintenance - Drive adoption of standardized procedures, error-proofing practices, and continuous improvement initiatives Systems Training & Operational Enablement - Lead training for operational and customer-facing platforms including: - Order processing systems - Dispatch and transportation management systems - Vendor and agent management platforms - Driver mobile applications - Customer Relationship Management (CRM) systems - Partner with operations, IT, and customer experience teams to support system rollouts, updates, and process changes - Develop role-based system training, job aids, and operational guides to improve adoption and reduce errors Customer Onboarding & Healthcare Enablement - Support onboarding of new healthcare and life sciences customers, ensuring operational readiness and training completion - Ensure employees, partners, and vendors are trained on customer-specific SOPs and compliance requirements - Enable workforce capability to support Next Flight Out (NFO) shipments and radiopharmaceutical logistics - Collaborate with customer implementation teams to ensure a successful operational launch Training Performance & Metrics - Track and report training effectiveness through defined KPIs and LMS reporting. - Monitor operational performance impacted by training, including: - On-time service performance - Job documentation quality - Customer complaints and escalations - CAPA and error trends - Identify capability gaps and improvement opportunities; implement corrective actions - Communicate training outcomes, risks, and recommendations to leadership Cross-Functional Partnership - Build strong relationships with operations, warehouse, and commercial teams to align training programs with business outcomes - Serve as a liaison between field operations and corporate teams to ensure training supports customer success and operational excellence - Identify risks, operational challenges, and opportunities for improvement, providing leadership reporting on workforce capability and training impact - Champion a culture of continuous learning, accountability, and operational rigor MINIMUM QUALIFICATIONS: - Bachelor’s degree in Business, Supply Chain, Logistics, Operations, or related field; Master’s preferred - 7+ years designing and delivering training programs within operations, logistics, transportation, or service environments - 3–5 years leading a training function or team, ideally in operations-focused environments. - Hands-on experience implementing operational processes and collaborating with field teams to drive measurable results - Preferred Systems Experience: Freshdesk, Dispatch Science, Extensive, HubSpot KNOWLEDGE, SKILLS & ABILITIES: - Expertise with Learning Management Systems (LMS), including content development, deployment, and reporting - Strong understanding of transportation, dispatch, and operational workflows - Ability to translate complex operational processes into practical, effective training programs - Strong analytical skills, including training effectiveness measurement and operational KPIs - Excellent communication, facilitation, and presentation skills - Proven ability to influence and drive results through cross-functional collaboration - Highly organized, action-oriented, and detail-driven - Deep operational awareness and business acumen - Comfortable engaging hands-on in field operations and with customers to ensure training effectiveness American Expediting is an equal opportunity employer. In accordance with applicable law, American Expediting prohibits discrimination based on any legally recognized basis, including but not limited to race, color, religion, creed, gender, sex, gender identity, sexual orientation, age, national origin or ancestry, citizenship status, physical or mental disability, genetic information, veteran status, uniformed service member status, or any other basis protected by federal, state or local laws. American Expediting’s commitment to equal opportunity employment applies to all persons involved in our operations and prohibits unlawful discrimination by any employee, vendors and customers.

TITLE: Helpdesk Coordinator ABOUT THE COMPANY: American Expediting provides on-demand transportation services for healthcare and mission-critical industries. Our people are smart, creative problem-solvers dedicated to crafting custom transportation solutions. Our reputation for excellence is hard-earned, with on-time delivery performance for on-demand and scheduled, time-critical shipments. Our focus on continuous innovation means we're always ready to meet the ever-evolving needs of our customers. POSITION SUMMARY: The Helpdesk Coordinator provides frontline IT support while coordinating system access, equipment management, and helpdesk operations across the organization. This entry-level (L1) role is ideal for someone early in their IT career who enjoys solving problems, supporting users, and learning enterprise systems in a fast-paced operational environment. This position plays a critical role in maintaining business continuity by prioritizing incoming support requests based on operational disruption and organizational impact. The Helpdesk Coordinator ensures timely ticket resolution, accurate system access management for employees, and effective coordination of IT equipment and services across the company. REPORTS TO: Chief Information Officer RESPONSIBILITIES: Helpdesk Support & Ticket Management - Provide Level 1 remote technical support for Windows systems, business applications, and basic connectivity issues - Manage helpdesk tickets from intake through resolution using ticketing platforms - Prioritize incoming tickets based on level of operational disruption, business impact, and request volume - Document troubleshooting steps, resolutions, and user communications clearly within the ticketing system - Escalate complex or recurring issues to appropriate technical resources - Maintain consistent communication with users regarding ticket status and resolution timelines User Access Management (Onboarding & Offboarding) - Coordinate new hire system setup, including account provisioning and access configuration - Manage employee onboarding and termination workflows to ensure secure and timely access changes - Provision and deactivate accounts across business platforms including Microsoft 365, internal operational systems, and third-party applications - Support password resets, multi-factor authentication (MFA), and user permission updates - Partner with HR and leadership teams to ensure accurate and compliant access management processes Equipment & Asset Management - Coordinate IT equipment setup, deployment, and recovery for new hires and terminated employees - Maintain inventory tracking for laptops, peripherals, and related technology assets - Prepare devices with required software, configurations, and security settings - Coordinate shipping, returns, and replacement equipment logistics for remote employees - Maintain accurate asset records and lifecycle documentation Systems & Application Support - Provide user support across internal and operational platforms including: - Freshdesk - Dispatch Science - Extensive WMS - Microsoft Dynamics - Microsoft Outlook - Microsoft Teams - Microsoft 365 applications - Assist users with navigation, access issues, and basic functionality questions - Support system adoption and promote standardized usage practices IT Operations & Automation Support - Assist with IT operational tasks and technology rollouts - Support workflow automation initiatives using tools such as Power Automate - Assist with reporting and dashboard updates within Power BI - Coordinate system updates, upgrades, and maintenance activities - Support vendor coordination and service requests as needed Process Improvement & Documentation - Maintain and update helpdesk knowledge base articles and internal documentation - Identify recurring issues and recommend process or technology improvements - Support development of standardized IT procedures and workflows - Contribute to continuous improvement of helpdesk efficiency and service delivery MINIMUM QUALIFICATIONS: - 1–2 years of experience in IT support, helpdesk, or related technical role - Basic knowledge of Windows operating systems and Microsoft 365 applications - Experience working with or exposure to ticketing systems - Strong organizational and time-management skills - Excellent communication and customer service abilities in a remote support environment - Ability to manage multiple priorities and follow tasks through to completion - Demonstrated willingness to learn new technologies and grow within IT support Preferred Qualifications - Experience using Freshdesk or similar helpdesk platforms - Exposure to Dispatch Science, Extensive, Microsoft Dynamics, or comparable operational systems - Familiarity with Power Automate or workflow automation tools - Exposure to Power BI reporting or data visualization tools - Experience supporting remote or distributed workforces KNOWLEDGE, SKILLS & ABILITIES: - Strong problem-solving mindset with attention to detail - Ability to prioritize work based on business impact and urgency - Organized and process-oriented approach to task management - Strong documentation and follow-through habits - Collaborative mindset with cross-functional teams - Ability to communicate technical concepts clearly to non-technical users American Expediting is an equal opportunity employer. In accordance with applicable law, American Expediting prohibits discrimination based on any legally recognized basis, including but not limited to race, color, religion, creed, gender, sex, gender identity, sexual orientation, age, national origin or ancestry, citizenship status, physical or mental disability, genetic information, veteran status, uniformed service member status, or any other basis protected by federal, state or local laws. American Expediting’s commitment to equal opportunity employment applies to all persons involved in our operations and prohibits unlawful discrimination by any employee, vendors, and customers. This role could be based in the US or in Ottawa, Ontario. The compensations range is $40,000 CAD - $42,000 CAD (depending on experience). This is a current vacancy. No Canadian experience required. Automated tools may be used for notetaking, but not in application screening. Candidates must be legally eligible to work in Canada.