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Account Manager/Account Coordinator
2 months ago
We are a cutting-edge technology driven retail ecommerce solutions provider specializing in international sales technology and order fulfillment headquartered in Secaucus, NJ with a new facility located in Harrisburg, PA.
Job DescriptionThe Account Manager is responsible for ensuring that Boxzooka maintains all of its commitments to our ecommerce clients and operates in a manner consistent with being recognized as a premier fulfillment provider.
Key Responsibilities- Manage operational, financial, and SLA excellence for assigned clients through clear communication and holistic planning with both the external client and internal departments
- Organize weekly client calls to review performance and proactively address upcoming needs
- Review weekly forecasts with clients and communicate action plans to the operations team to ensure all deadlines are met
- Conduct quarterly business reviews and client on-site visits
- Increase profitability for both Boxzooka and clients by proposing tailored cost and time-saving initiatives throughout the operational process
- Utilize global customer service software to resolve service tickets, communicate with customers, and collaborate with operational partners on client fulfillment services requests
- Arrange special projects and manage timelines and costs along with operations
- Manage inbound and inventory issues through stock checks, cycle counts, quality audits, and supply management
- Assist with outbound order special requests such as cancellations, ship method updates, address corrections
- Address problem orders with missing inventory, on-hold orders, and aged orders
- Facilitate transportation requests, track and trace shipments per customer requests with various carriers (USPS, UPS, DHL, FedEx, RR Donnelley, etc.)
- Develop a strong understanding of B2B vs B2C order management and create detailed B2B guidelines for the operations team
- Coach and develop account coordinators through training on best practices and involvement in special projects
- E-commerce, distribution, and/or strong project management experience is a plus
- EDI and wholesale fulfillment experience is a plus
- Account management experience in a service-oriented company
- Must possess strong written and verbal communication skills
- Excellent problem-solving capabilities
- Proficient with all MS Office applications - especially MS Excel and PowerPoint
- Self-driven and able to perform tasks well with little direction
- Key traits such as initiative, resourcefulness, decisiveness, drive, adaptability, and motivational leadership
- An understanding of the client management role and required responsiveness to client needs
- Strong influence skills and ability to manage and coordinate business projects with clients
- The ability to work on multiple projects, manage time, and meet deadlines
- Strong collaborative team working skills and ability to work in a high-pressure environment
- A startup mentality and drive focused on being proactive, not reactive