Account Manager

About the role

We're looking for an Account Manager to serve as the primary point of contact for a portfolio of e-commerce and DTC brand clients using our fulfillment services. You'll own the client relationship end to end — from onboarding through daily operations, issue resolution, billing accuracy, and account growth. This role sits at the intersection of client success and warehouse operations, so you need to be equally comfortable in a client QBR and on the warehouse floor tracing a mis-picked order.

What You'll Do

• Client Relationship Management
• Serve as the day-to-day owner for an assigned portfolio of 3PL clients, managing all communication, escalations, and expectations
• Lead recurring client check-ins and quarterly business reviews covering SLA performance, order volume trends, storage utilization, and upcoming promotions or launches
• Onboard new clients: coordinate WMS setup, SKU builds, receiving expectations, packaging specs, and carrier/shipping configurations
• Act as the client's advocate internally while protecting operational feasibility — translate client needs into executable warehouse instructions and push back constructively when requests aren't operationally sound
• Operational Coordination
• Monitor daily order flow, SLA pacing, and backlog for your accounts; flag risks early and coordinate with warehouse leadership on prioritization
• Manage inbound receiving coordination: ASNs, appointment scheduling, discrepancy resolution, and lot/expiration tracking where applicable
• Own resolution of shipment exceptions — lost packages, carrier claims, mis-ships, damages, and inventory discrepancies — through to root cause
• Career special projects such as kitting, relabeling, FBA prep, retail/B2B routing compliance, and inventory transfers between facilities
• Billing & Account Health
• Review and validate monthly client invoices: storage fees, pick/pack charges, postage markup, and project billing — ensuring accuracy before they go out
• Track account profitability signals and surface pricing or scope issues to leadership
• Identify growth opportunities within existing accounts (new channels, new SKUs, additional services) and support renewal and rate discussions
• Reporting & Continuous Improvement
• Deliver regular performance reporting: order accuracy, on-time ship rate, dock-to-stock time, inventory accuracy, and claims
• Contribute to process documentation and SOP improvements based on recurring client issues
• Partner with operations on WMS logic improvements, packaging optimization, and cost-reduction initiatives that benefit your accounts

What We're Looking For

• 2–5 years of experience in account management, fulfillment operations, logistics coordination, or e-commerce operations. 3PL experience preferred
• Working knowledge of WMS platforms and order management flows; comfortable pulling and analyzing CSV exports
• Strong Excel/Google Sheets skills — you can build a pivot table, reconcile an invoice, and spot a data anomaly without being asked
• Understanding of parcel carriers (FedEx, UPS, USPS) including service levels, rate structures, and the claims process
• Excellent written and verbal communication; you can deliver bad news to a client with a plan attached
• High ownership mentality — you close loops, follow up without reminders, and treat client problems as your problems
• Able to work on-site and spend time on the warehouse floor as needed
• Willingness to learn