Warehouse/eCommerce Account Manager

3 weeks ago

Miami, United States ShipLilly Full time

Title: eCommerce Account Manager (Warehouse)

Department: Warehouse

Reports to: Warehouse Management

 

Summary:  The eCommerce Account Manager (AM) role will be responsible for managing and maintaining relationships with our client and overseeing eCommerce and distribution business operations. The AM will be the primary point of contact for the client(s), ensuring exceptional service delivery, resolving issues and driving client satisfaction.  The duties and responsibilities of an AM include, but are not limited to, managing orders (eCommerce and/or distribution), resolving incoming calls and customer service inquiries with accuracy and efficiency, and identifying and assessing customer needs to achieve optimal service and satisfaction.


Responsibilities:

  • Work directly with management on strategic planning, issues, and decision making related to customer needs.
  • Serve as the primary point of contact for the assigned client(s), building and maintaining strong relationships.

Understand client needs, objectives and expectations to provide tailored solutions and ensure client satisfaction.

  • Manage client’s eCommerce and Distribution operation.
  • Develop and implement comprehensive e-commerce strategies to meet sales targets and expand the customer base.
  • Maintain outstanding ratings and ranking on all marketplaces and provide our best customer service.
  • Monitor and manage the overall health of client account and resolve any issues or concerns that may arise.
  • Address client inquiries, issues or escalations promptly and effectively.
  • Ensure client representatives are informed about changes to the company’s services.
  • Provide regular updates and reports to client(s) on account status, performance and any relevant operations information. Follow communication procedures, guidelines and policies.
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
  • Flexibility to work in an office environment as well as in the warehouse as needed.
  • Collaborate closely with internal teams (warehouse operations, logistics…) to ensure seamless execution of services.
  • Coordinate with Warehouse staff to meet client expectations regarding inventory management, order fulfillment and distribution logistics. 
  • Keep records of customer interactions, process customer accounts and file documents.
  • Provide accurate, valid and complete information by using the right methods/tools (Magaya, emails, Excel, etc.)
  • Create Warehouse receipts and Cargo release based on customer needs.

 

Qualifications and Requirements:

·        Ability to coach and mentor customer service representatives.

·        Familiarity with e-commerce platforms and technologies.

·        Strong people skills and developing strong relationships with clients.

·        Knowledge of customer service procedures and principles.

·        Self-motivated and ambitious individual.

·        Proven experience in account management, preferably within the logistics or warehouse industry.

·        Strong understanding of warehouse operations, inventory management and logistics process.

·        Heightened sense of urgency, attention to detail and be able to communicate to our customers.

·        Complete and maintain customer account-specific records with auditor like accuracy.

·        Excellent working knowledge of warehouse data systems and/or willingness to learn.

·        Ability to read, write, and identify and verify numbers.

·        Ability to manage multiple projects and priorities in a fast-paced working environment under tight deadlines.

·        Strong organizational and time management skills.

·        At least 1 year of eCommerce experience is required

·        Hands-on commitment to getting the job done.

·        Excellent communication and interpersonal skills, with the ability to build rapport and trust with client(s).

·        Problem-solving skills.

·        Proficient in MS Office Suite

·        Fully Bilingual English/Spanish

·        Bachelor’s degree (preferred)  

·        Experience working in a Warehouse (required)

·        Experience working as an Account Manager in a warehouse setting (required)

  • This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by the manager. 

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