Warehouse Account Manager, NY

Job Description

Job Description

The Warehouse Account Manager is a torchbearer of the brand-centric culture at Ship Essential. This role has a hand in everything we do to deliver superior experiences, value, and growth for our brands. The WAM ensures that we are delivering a seamless customer experience across all stages and touchpoints in the customer journey, from onboarding, to day-to-day support, to special projects. Responsible for understanding the unique strategic needs of each of our brands, this role will build and manage solid partnerships and promote the adoption and utilization of Ship Essential tech and services.

The WAM will strive to achieve unparalleled levels of responsiveness and care for our brands. They will identify key areas of improvement regarding brand interaction, and will work across various departments to implement measures to ensure such issues are automatically resolved in the future.

We pride ourselves on our responsiveness and sense of urgency. To that end, this is an in-person role based at our Sunset Park, Brooklyn location.

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
• Support the Brand Success team with brand experience
• 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

Represent the Voice of the Customer

Requirements

Experience

Skills

Competencies

Education

Attributes

Benefits