Client Logistics Manager

Collectors is the leading creator of innovative technology that provides value-added services for collectors worldwide. We grade, authenticate, vault, and sell millions of record-setting collectibles, all while modernizing and digitalizing the process to further our mission of helping collectors pursue their passions. Our services span collectible trading cards, autographs, comic books, coins, video games, event tickets, and memorabilia. Our subsidiaries include PSA, PCGS, Beckett, SGC, and Card Ladder.

About the role

We are looking for a detail-oriented and proactive individual to join our team as a Client Logistics Manager. In this position, you will own the end-to-end movement of client collections into and out of the vault, with a specific focus on our VIP and high-end clientele. You will serve as the connective tissue between Vault Operations, Customer Service, Client Relations, and other involved departments. You will act as the customer experience owner for the physical journey of high-end items, ensuring intake and outbound processes meet our FinTech-level standards and any additional requirements for premium collections.

You’ll report to the Senior Manager, Vault Operations and Customer Experience and work at our New Castle, DE office. Remote or hybrid candidates will also be considered. If you live within a one-hour commuting distance to one of our offices, you will be required to be onsite most of the time.

As part of our interview process, we request that candidates have their cameras on during video interviews to foster meaningful conversation. Certain interview steps may take place by phone, and for remote roles, candidates may be asked to participate in an on-site interview as part of the final stages. We understand there may be occasional circumstances requiring accommodation and are happy to discuss them as needed.

Responsibilities

• Own the day-to-day coordination of client intake and outbound logistics with a focus on VIP and high-end clientele, ensuring items move through receiving, cataloging, and shipping on time and without defects
• Serve as the internal expert on vault security and logistics protocols for high-value accounts
• Act as the source of truth for the status of a client’s items across Ops, Customer Service, CRC, Claims, Security, and Facilities, resolving discrepancies and escalating as needed
• Partner with Vault Operations, Security, and carriers to schedule, track, and confirm large or high-value collection pickups and deliveries
• Maintain and audit chain-of-custody documentation for every high-value inbound and outbound movement, ensuring full traceability
• Perform initial incident triage and immediate containment for sensitive VIP/high-end issues
• Coordinate transport (such as armored vehicle) and insurance requirements for high-value collections; provide additional logistical needs for international customers
• Coordinate with partner departments (Ops, Customer Service, CRC, Claims, Security, Facilities, and Legal) to prioritize and expedite logistics for high-value clients
• Identify recurring logistical bottlenecks within the high-end workflow and partner with the Process and Standards Manager to build and maintain scalable workflows
• Provide reporting for VIP and high-end segments, including intake/outbound volumes, turnaround times, and exception rates

Requirements

• Prior experience in logistics, supply chain, fulfillment, or vault/custody operations
• Proven ability to manage multiple concurrent priorities while maintaining accuracy under deadline pressure
• Strong attention to detail with excellent problem-solving and escalation-management skills
• Comfortable acting as a cross-functional point of contact between operations, customer service, and other inter-departmental teams
• Strong understanding of Google Sheets, Docs, and similar tools
• Excellent written and verbal communication skills
• Passion for customer experience with a demonstrated track record of going above and beyond
• Familiarity with card collecting and trading; prior experience in the field is highly desirable

Pay

The salary range for this position is $125,307 - $147,420. Actual compensation within this range varies based on factors including location, job level, experience, and skill set. This role may also be eligible for bonuses, commissions, or other forms of compensation.

Benefits

• Health Insurance: Medical, Dental, and Vision for all full-time employees
• Additional Benefits: Fertility, commuter, and educational assistance
• 401(K) Matching Plan: Competitive matching to support future financial goals
• Vacation: Flexible time-off for salaried employees
• Holiday Pay: Ten company-paid holidays for regular, full-time employees
• Employee Discounts: Discounts on select grading services for approved submissions
• Flexible Hours: Many teams offer flexible schedules with varying shifts
• Fun Working Environment: Celebrations, holiday events, and team-building activities