Warehouse Account Manager Job at Ship Essential, Brooklyn, NY

d2srY3pUVVZsd3hCeTBEZWZla1FkTXU3Y1E9PQ==
  • Ship Essential
  • Brooklyn, NY

Job Description

The Warehouse Account Manager is a torchbearer of the brand-centric culture at Ship Essential. This role has a hand in everything we do to deliver superior experiences, value, and growth for our brands. The WAM ensures that we are delivering a seamless customer experience across all stages and touchpoints in the customer journey, from onboarding, to day-to-day support, to special projects. Responsible for understanding the unique strategic needs of each of our brands, this role will build and manage solid partnerships and promote the adoption and utilization of Ship Essential tech and services. 

The WAM will strive to achieve unparalleled levels of responsiveness and care for our brands. They will identify key areas of improvement regarding brand interaction, and will work across various departments to implement measures to ensure such issues are automatically resolved in the future.

We pride ourselves on our responsiveness and sense of urgency. To that end, this is an in-person role based at our Sunset Park, Brooklyn location. 

Manage Day-to-Day Communication With Brands

  • Answer incoming emails, texts, and calls on a range of topics including: order details and tracking, shipping issues, inventory, special requests, and general account questions or concerns
  • Proactively communicate system and process issues, customer feedback, and recurring patterns or concerns with management
  • Set appropriate and realistic expectations with brands 
  • Communicate brands needs to operations team in an efficient manner while maintaining brand standards and customer service
  • Clearly understand and respond appropriately to issues that customers present, then proactively solve the issues at hand
  • Support the Brand Success team with brand experience 
  • Evaluate SE customer support processes, devise improvements, measure results, and iterate
  • File claims for lost packages with carriers and communicate updates and resolutions with brands
  • Demonstrate clear, polite, and professional written communication

Promote Service Utilization and Growth

  • Foster meaningful connections with brands to promote promote widespread utilization of Ship Essential services and technology throughout their organizations
  • Understand and document our brands’ long-term business objectives and identify opportunities for cross- and up-selling 
  • Formulate strategies and collaborate with sales and product teams to achieve revenue goals tied to upsell and expansion 
  • Work alongside sales, operations, product, and partnerships teams to ensure a unified approach to brand success and account growth 
  • Identify friction points in the customer journey and coordinate cross-functionally to improve the customer experience
  • Working alongside warehouse management, delegate and manage Special Projects and requests for brands
  • Audit brand partner invoices to ensure accuracy of value-added-service and resale charges 

Represent the Voice of the Customer

  • Act as a brand advocate within the company, conveying brand feedback and collaborating with operations, partnerships, and other teams to prioritize and address client needs
  • Cultivate a deep understanding of e-commerce and logistics industry trends, competitive dynamics, and the role Ship Essential plays 
  • Design and execute a brand retention strategy to reduce churn and maintain high satisfaction levels
  • Define and implement escalation processes to mitigate churn risk.

Requirements

Experience

  • 3+ years in customer success, account management, or related roles within e-commerce, logistics, or fulfillment industries
  • Proven track record of managing client relationships and driving growth through cross- and up-selling

Skills

  • Strong communication skills, both written and verbal, with a focus on clarity, professionalism, and responsiveness
  • Proficient in CRM and WMS systems, with experience in Shopify integration preferred
  • Excellent problem-solving abilities, with a proactive approach to identifying and resolving issues

Competencies

  • High attention to detail, particularly in managing day-to-day communications and auditing invoices
  • Ability to work collaboratively across departments, fostering teamwork to enhance the customer experience
  • Strong organizational skills with the ability to manage multiple projects and deadlines simultaneously

Education

  • Bachelor’s degree in Business, Marketing, Supply Chain Management, or a related field, or equivalent experience.

Attributes

  • A customer-centric mindset with a passion for helping brands succeed
  • Adaptability and a willingness to work in a fast-paced, dynamic environment
  • A sense of urgency and commitment to exceeding client expectations

Benefits

  • Health Care Plan
  • Retirement Plan (401k)
  • Paid Time Off (Vacation, Sick & Public Holidays)

Job Tags

Holiday work,

Similar Jobs

Cicala at The Divine Lorraine

Pizza Chef Job at Cicala at The Divine Lorraine

 ...We areseeking a full time pizzaiolo with experience in Neapolitan style pizza. This position requires the preparation of traditional neapolitan pizza dough, sauce making, and basic knife skills for cutting cheese and other toppings. Serve Safe a plus This is an... 

Mosaic

Home Provider - Kansas/Douglas County Job at Mosaic

 ...We are currently seeking home providers in: Douglas, Co. Are you looking for a meaningful work opportunity in your home? Become a Host Home / Shared Living provider...  ...Transportation, valid driver's license, car insurance and current registration Active home/renters... 

Pilot Company

Taco Bell Team Member Job at Pilot Company

 ...culture Ability to complete accurate sales transactions Ability to cleanly and safely manage and prep food Ability to maintain Taco Bell processes and policies Ability to use computers, telephones, and other equipment as needed Ability to work as part of a team... 

AMMEGA

Senior Customer Service Representative Job at AMMEGA

 ...automation and so much more! Our organization is highly focused on customers, employees, entrepreneurship, agility, and responsibility. Our...  ...team, we are currently looking for a Sr, level Customer Service Representative (CSR) The Customer Service Representative is... 

Kidman Agency, LLC

Insurance Sales Representative Job at Kidman Agency, LLC

 ...balance ? If you're a proven, top-producing Insurance Sales Representative, you've found the...  ...Plan: IRA with a 3% company match. Health Coverage: Health insurance compatible...  ...hold a valid Property & Casualty Insurance Agent License. Skills: Self-motivated...