Account Manager

Summary
We are seeking an experienced and dynamic Account Manager to join our team. The Account Manager will play a crucial role in maintaining our customer base, fostering strong client relationships, and ensuring the highest level of satisfaction. This position is ideal for individuals with a strong understanding of logistics, exceptional interpersonal skills, and a passion for delivering top-notch service.

Key Responsibilities

• Client Relationship Management
  • Serve as the primary point of contact for assigned clients.
  • Develop and maintain strong, long-lasting client relationships.
  • Lead regular client communication, account reviews, and issue-resolution discussions.
  • Proactively communicate account status, risks, opportunities, and recommended solutions.
  • Success is measured by: client satisfaction, retention rates, response time, and quality of relationship feedback.
• Account Operations & Logistics Coordination
  • Manage day-to-day account execution, including orders, inventory, production priorities, shipments, returns, and operational issues through completion.
  • Partner cross-functionally to ensure client requirements are executed accurately and on time.
  • Clearly communicate client requirements internally and escalate potential risks as needed.
  • Success is measured by: on-time and accurate execution, fulfillment accuracy, inventory accuracy, and reduction in operational exceptions.
• Performance Management & Reporting
  • Develop, monitor, and report key performance indicators (KPIs) for assigned accounts.
  • Prepare regular client and management reporting covering inventory, orders, shipments, returns, service performance, and other account activity.
  • Maintain accurate client records, account documentation, SOPs, and reporting requirements.
  • Analyze account performance and provide data-driven recommendations to improve service, efficiency, and cost-effectiveness.
  • Success is measured by: KPI accuracy, reporting timeliness, data accuracy, and measurable performance improvements.
• Billing & Account Administration
  • Prepare, review, and validate client billing to ensure services performed are accurately captured and aligned with pricing agreements.
  • Research and resolve billing inquiries, discrepancies, credits, and missing or inaccurate billable activity.
  • Support new client onboarding, account setup, implementation, testing, and stabilization as needed.
  • Success is measured by: billing accuracy, timely invoicing, reduced billing disputes, and successful account implementations.
• Problem Resolution & Continuous Improvement
  • Proactively identify and resolve client, inventory, order, system, transportation, and operational issues.
  • Investigate root causes, coordinate corrective actions, and follow issues through final resolution.
  • Identify recurring issues and recommend process improvements that increase efficiency, visibility, and service quality.
  • Support development and maintenance of SOPs and repeatable account workflows.
  • Success is measured by: resolution time, reduction in recurring issues, process improvements, and minimized client impact.

Qualifications & Experience

• Must be onsite in Goodyear, AZ
• Schedule Requirements: 6:00AM – 2:45PM
• 5+ years of experience in account management, customer service, logistics, 3PL, warehousing, distribution, fulfillment, or a related field.
• Strong knowledge of 3PL operations, including inventory management, order fulfillment, shipping, transportation, and returns.
• Proven ability to manage client accounts and coordinate across multiple operational departments.
• Excellent written and verbal communication, relationship management, and problem-solving skills.
• Strong organizational and analytical skills with the ability to manage multiple priorities and deadlines.
• Proficiency in Microsoft Office, including Excel, and experience working with WMS, ERP, CRM, or similar systems.
• Ability to analyze operational data, identify issues, and make data-driven decisions.
• Proactive, results-oriented mindset with a strong sense of account ownership.