Position Summary
Anchor 3PL is seeking a detail-oriented, customer-focused Account Manager to serve as the primary point of contact for our eCommerce fulfillment clients. This role blends account management, customer service, and operational administration —overseeing daily order processing, resolving client inquiries, and coordinating with warehouse leadership to ensure every order is fulfilled accurately and on time. The Client Operations Specialist is expected to be physically present in the warehouse daily (Monday–Friday) to maintain full visibility into operations, bridge the gap between clients and the warehouse floor, and act as a trusted advocate for the accounts they manage. The ideal candidate thrives in a fast-paced logistics environment, communicates proactively, and takes ownership of both client relationships and internal process improvement.
Key Responsibilities
Client Communication & Account Management
- Serve as the primary point of contact for assigned eCommerce fulfillment accounts, building and maintaining close, trust-based relationships with clients and warehouse leadership.
- Respond to all client communications — email, chat, phone, or ticket system — within a maximum 1-hour First Response Time (FRT) during business hours.
- Triage inquiries in the fewest touches possible, providing clients with the information needed to resolve issues and avoid repeat back-and-forth.
- Provide proactive, timely updates on order status, shipping concerns, inventory availability, billing questions, and escalations.
- Explain complex operational or technical issues clearly to a non-technical audience.
Order Management & Fulfillment
- Download, review, process, and confirm daily client orders across multiple platforms (e.g., QVC, Sam’s Club, ShipHero, Flow Space, and future client integrations), ensuring all orders are completed before each platform’s daily cutoff.
- Monitor order flow and fulfillment status within warehouse management systems (ShipHero, Extensiv, or similar).
- Coordinate directly with warehouse and production teams to resolve order issues, delays, non-compliant shipping plans, or inventory discrepancies.
- Ensure fulfillment accuracy and compliance with client specifications and SLAs.
- Schedule inbound and outbound dock appointments using OpenDock or similar carrier scheduling platforms.
Administrative & Documentation Support
- Perform accurate data entry and record maintenance across ShipHero, Extensiv, and other business systems.
- Print shipping paperwork, labels, manifests, and other operational documentation.
- Scan BOLs, packing lists, and shipment-related documents within 24 hours of shipping; ensure all scans are legible, complete, and correctly named and filed.
- Generate reports and maintain account documentation using Microsoft Office Suite (Outlook, Excel).
- Complete daily end-of-day checklists confirming all scheduled orders shipped and all tracking/confirmation data uploaded to client systems; escalate unresolved issues to leadership promptly.
Warehouse Liaison & Ownership
- Be physically present in the warehouse daily to serve as the client’s “eyes” on the floor, minimizing back-and-forth between clients, customer success, and warehouse teams.
- Keep your team’s queue clean — assist with unattended client requests and own unresolved trouble totes when leadership has not addressed them.
- Maintain full understanding of ShipHero/Extensiv and other platforms; stay current on system updates and pursue available training.
Supporting Management & Cross-Team Collaboration
- Assist other internal teams during peak periods (Q4, promotions, wholesale pushes).
- Support special projects, audits, and escalated client issues as directed by management.
- Identify improvement opportunities in internal processes and report them through appropriate channels (e.g., to your manager).
- Contribute to and help maintain documentation for your team and customer profiles; share knowledge with peers.
- Communicate availability clearly — provide PTO notice at least 2 business days in advance, and update status when out so the team has visibility.
Performance Metrics (KPIs)
- First Response Time (maximum 1 hour) and overall customer satisfaction.
- Resolution time for customer inquiries, escalations, and order exceptions.
- Data entry and documentation accuracy.
- Dock appointment scheduling accuracy.
- Inventory discrepancy and returns-processing accuracy.
- Clean, current inquiry queue with minimal aged trouble totes.
- Cross-functional collaboration and adherence to service standards.
Qualifications
- High school diploma or equivalent required.
- 2+ years of experience in 3PL, eCommerce fulfillment, logistics, supply chain, or account management preferred.
- Proficiency with Microsoft Office Suite, especially Outlook and Excel.
- Experience with ShipHero, Extensiv, OpenDock, or similar platforms preferred.
- Strong organizational, written, and verbal communication skills with a customer-first mindset.
- Highly organized and detail-oriented, with the ability to prioritize, multitask, and meet strict deadlines.
Preferred Skills
- Familiarity with Shopify, Amazon Seller Central, WooCommerce, or other eCommerce platforms.
- Ability to troubleshoot basic data, file import/export, or order synchronization issues.
- Experience managing client accounts within a fulfillment or logistics environment.
Work Environment
Primarily on-site within a warehouse and office environment, Monday–Friday (occasional weekend availability may be expected). Frequent use of computers, email, phone systems, and warehouse management software, combined with regular time on the warehouse floor to maintain visibility into client orders.
What Success Looks Like
A successful Account Manager at Anchor 3PL is a trusted advocate for their clients — communicating proactively, solving problems efficiently, maintaining accurate records, and supporting the warehouse team in delivering exceptional service. They embody teamwork, ownership, and constant improvement, taking initiative on both client needs and internal process gaps.
Pay: $21.50 - $26.00 per hour
Benefits:
- Dental insurance
- Flexible spending account
- Health insurance
- Health savings account
- Paid time off
- Vision insurance
Work Location: In person
