Warehouse Account Manager

We are a fast growing third-party logistics (3PL) provider focused on delivering high-performance fulfillment for eCommerce brands. We lead with operational excellence, radical accountability, and client-aligned success metrics. We believe in small teams, measurable impact, and building careers from the floor up. Warehouse Account Manager (WAM) - Customer Service Expert All Shifts FHD, FHN, BHD, BHN Pay Work style On the floor (boots-on-the-ground execution owner) Reports to Client Operations Manager (COM) Last updated April 2026 Role Goal Deliver flawless day-to-day execution for assigned accounts by catching and fixing order-level issues quickly and ensuring client quality is maintained. The WAM is the operational expert for their clients and is entrusted with being a resource on the floor for all things related to their clients. Role Overview The Warehouse Account Manager is the on-floor subject-matter expert for a set of clients and is accountable for day-to-day operational quality. This role ingests client requests, routes them appropriately, and performs hands‑on fixes and investigations when issues occur. The WAM is a reactive position, demonstrating care and compassion in response to a variety of order-level issues that might arise. Key Responsibilities Client support and routing Handle day‑to‑day Slack support following the Slack Support Guide and maintain limited, gated communication with clients. Ingest client messages, route to the right internal owners when needed, and follow through until closure. Attend WAM meetings and stay aligned with priorities and operational changes. Order-level fixes and investigations Own order-level fixes and exceptions; escalate trends or repeated failures to the Client Operations Manager (COM). Investigate mis‑ships and coordinate reships when required; report findings and corrective actions, and ensure inventory information from client mis‑ship submissions is complete. Client Quality Checklist The WAM will work off a standardized checklist to ensure client quality in between checking in on Slack. Time to resolution of order level issues Responsiveness and cooperation to internal issues flagged Checklist quality and completion Qualifications and Behaviors Comfort communicating with client teams on Slack and the ability to always act in the best interest of Good Company. Strong operational instincts and comfort working on the warehouse floor with frequent Slack and mobile usage. Detail‑oriented problem solver who can trace errors to root causes and document fixes. Able to prioritize quickly under load and elevate appropriate to the COM. Clear written communication and strong follow‑through. Ownership mindset: treats client outcomes as personal responsibility, not someone else’s problem. Comfort operating within compliance requirements, including hazmat processes. Flexibility. Must be able to switch priorities and not drop tasks. Soft Skills and Behavioral Competencies This section captures the core soft‑skill expectations reflected in the competency areas shown on the source page. It can be edited further as needed. Problem Solving Quickly identify order, process, and workflow issues and separate symptoms from root cause. Use sound judgment to determine what can be resolved directly on the floor versus what should be escalated. Create practical corrective actions and document learnings so issues are less likely to repeat. Write clear, concise Slack updates, internal handoffs, and client‑facing notes. Document issues, decisions, and SOP changes with enough detail for others to execute accurately. Communicate professionally and consistently across fast‑moving operational situations. Informing Proactively share risks, blockers, status changes, and next steps with the right stakeholders. Escalate emerging SLA, queue, or compliance concerns early rather than waiting for failures to surface. Keep cross‑functional partners aligned so work continues smoothly across shifts and teams. Customer Focus Make decisions with the client experience, operational accuracy, and SLA protection in mind. Balance urgency with quality so fixes solve the immediate issue without creating new problems. Demonstrate ownership, follow‑through, and service‑minded judgment in daily execution. Tools and Systems Slack (support and internal routing) ShipHero (orders, exceptions, bulk and wholesale workflow visibility) Notion (SOPs, carrier profiles, and cheat sheets) #J-18808-Ljbffr