Warehouse Account Manager, LA

The Warehouse Account Manager is the operational and relational owner of their brands inside Ship Essential. This role sits at the intersection of warehouse execution and brand partnership. WAMs ensure the operation performs while shaping how brands experience working with Ship Essential day to day. They connect what is happening on the warehouse floor with what is happening inside the brand’s business, translating needs into clear operational action and ensuring issues are resolved quickly and communicated clearly.

Ship Essential operates a brand-centric fulfillment model, partnering with fast-growing companies to manage the logistics that power their businesses. The WAM plays a central role in that partnership. They build trusted relationships with brand teams, maintain deep awareness of inventory and fulfillment activity, and act as the owner of their accounts inside the warehouse, ensuring that Ship Essential delivers the responsiveness, clarity, and operational excellence our partners expect.

This is a hands-on, in-person role based at our Downtown Los Angeles facility.

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
• 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. This may include initiatives such as customer satisfaction surveys, loyalty programs, or client success workshops

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)