What are the responsibilities and job description for the E-Commerce Fulfillment Account Manager position at CS Recruiting?
E-Commerce Fulfillment Account Manager
Job Type: Full-time; Hybrid
Responsibilities
Related to: Shipper, Manufacturer, Distributor, Distribution, Fulfillment, Supply Chain, Supply Chain Operations, Distribution Center, Fulfillment Center, Warehouse, Logistics, E-commerce, mobile shopping, applications, supply chain, affiliate marketing, A/B testing, average order value, bundling, cohort analysis, conversion, cross-selling, cookies, fulfillment, SEO, SKU, Web analytics, Food Stuffs, Grocery, FDA, Inspection, Food Grade, Consumables, Perishables, Edibles, Safety, Inspection, OSHA, Certified, Certification, Quality, Customer service, client relationships, customer relationships, client growth, maintain clients, account maintenance, build relationships, grow clientele, grow business, RFP, RFQ, generate sales, Independent Contributor, Team Player, Individual Contributor, IC
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Job Type: Full-time; Hybrid
Responsibilities
- Serve as the primary relationship owner for major Napa-based customers.
- Build strong alliances across ownership, operations, finance, logistics, production, and customer service teams.
- Maintain consistent onsite presence to deepen trust and identify emerging needs.
- Demonstrate a polished, executive-ready presence when representing the company.
- Deliver insights and solutions to all levels of the customer organization—from technical staff to executive leadership.
- Continually demonstrate the value of the company’s existing services and develop new value propositions aligned with customer priorities.
- Provide oversight and input into all tactical aspects of each client relationship.
- Facilitate allocation of all necessary internal resources to ensure client satisfaction.
- Anticipate obstacles and proactively develop solutions before they escalate.
- Act as a point of escalation for complex operational or service-level issues and drive them to closure.
- Monitor account-specific activities across Operations, Customer Service, Transportation, Compliance, and Finance to ensure alignment with customer expectations.
- Ensure SLAs and SOPs are documented, communicated, and adhered to across internal teams.
- Assist Sales and Customer Success in supporting contract renewals and ensuring timely completion.
- Apply a logistics-forward mindset to recommend optimal routing scenarios, improved service-level and carrier strategies, methods to reduce transit times, and approaches to reduce failure points and delivery exceptions.
- Provide operational insights that improve customer satisfaction, retention, and shipment performance.
- Support the company’s goal of providing best-in-class transit outcomes and operational predictability.
- Lead Quarterly Business Reviews (QBRs) with data-driven insights, KPIs, and recommendations.
- Identify opportunities for customers to streamline processes, improve on-time delivery, reduce costs, or grow new product lines.
- Reduce churn through proactive communication, consistent issue prevention, and value reinforcement.
- Identify upsell opportunities; collaborate with Sales to scope, propose, and activate new services or value-added offerings.
- Support customer contract renewals by highlighting performance, outcomes, and partnership benefits.
- Manage to define revenue, expense, and SLA-based goals for each account.
- Interpret forecasts, shipment data, P&Ls, and trend analysis to ensure profitable customer engagement.
- Provide recommendations on efficiency improvements, operational changes, or service adjustments.
- Travel up to 15% (up to 30–35% as customer needs dictate).
- Bachelor’s degree preferred (Business, Logistics, Supply Chain, or related field)
- 7 years of Program Management and/or Account Management experience
- Strong preference for Logistics, Transportation, 3PL, or Fulfillment environments, Wine or Alcohol logistics, and managing multiple complex national or enterprise accounts
- Demonstrated experience working with senior leadership—VPs, directors, and C-suite stakeholders
- Deep logistics and routing mindset; ability to recommend optimal transit strategies
- Strong presentation and communication skills; ability to convey complex concepts simply
- Proven ability to generate, read, and interpret forecasts, performance metrics, P&Ls, and operational analyses
- Proficient in Microsoft Office; strong Excel and CRM (Zoho preferred) experience
- High professionalism, polished executive presence, and exceptional customer-facing skills
- Adept at conflict management with a calm, solution-oriented approach
- Strong problem-solving ability with proactive mindset
- Ability to manage multiple priorities while maintaining strong attention to detail Team-oriented, collaborative, adaptable, and comfortable in fast-paced environments
- High energy, positive attitude, and strong creative thinking
- Comfortable rotating through warehouse and customer environments
- Thrive in a fast-moving, operationally dynamic setting
Related to: Shipper, Manufacturer, Distributor, Distribution, Fulfillment, Supply Chain, Supply Chain Operations, Distribution Center, Fulfillment Center, Warehouse, Logistics, E-commerce, mobile shopping, applications, supply chain, affiliate marketing, A/B testing, average order value, bundling, cohort analysis, conversion, cross-selling, cookies, fulfillment, SEO, SKU, Web analytics, Food Stuffs, Grocery, FDA, Inspection, Food Grade, Consumables, Perishables, Edibles, Safety, Inspection, OSHA, Certified, Certification, Quality, Customer service, client relationships, customer relationships, client growth, maintain clients, account maintenance, build relationships, grow clientele, grow business, RFP, RFQ, generate sales, Independent Contributor, Team Player, Individual Contributor, IC
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Salary : $90,000 - $110,000