What are the responsibilities and job description for the Account Operations Manager position at Go Direct Solutions?
Go Direct is a leading provider of third-party logistics, omni-channel distribution and direct-to-consumer fulfillment services for clients in a variety of industries including the consumer packaged goods, health & beauty and consumer electronic industries. We are a well-capitalized company, growing rapidly through expansion of existing facilities and adding facilities in new geographic markets.
We are looking for an exceptional individual with the ambition, leadership skills and logistics knowledge needed to build a diverse and rapidly growing warehouse and fulfillment business.
Passion and entrepreneurial spirit are just two things we’re looking for in team members. What we aim to accomplish with our work is not easy, some might say audacious, and we need dedicated, high-caliber people to reach our goals.
Our Account Operations Managers are senior, hands-on leaders. The current candidate will own every part of our service to one of our largest and most strategic customers at our Groveport, Ohio (Columbus area) warehouse. They hold the executive-level relationship with that customer and are the key connection between the customer’s leadership and our warehouse, production and customer service teams. Importantly, our Account Operations Managers are part of the production team and are equally comfortable leading a business review with the customer’s leadership team as they are working shoulder-to-shoulder with our warehouse associates to get orders out the door. They work directly for our Chief Operating Officer and in partnership with our Warehouse Managers, Production Managers and Client Services Managers to deliver an exceptional result for our customers. A successful Account Operations Manager has a clear path to become a General Manager as Go Direct expands and opens new facilities.
Key Role Responsibilities:
• Own the customer relationship at every level, from daily contacts to the customer’s leadership team, and serve as their single point of contact
• Own overall program performance and service levels, and act as the customer’s voice inside Go Direct
• Lead onboarding and implementation of the customer program, including setup of items, workflows and reporting in our systems
• Coordinate inbound receiving, inventory, order production and shipping for the customer across our Warehouse, Production and Customer Service teams
• Lead any team members dedicated to the program and work through our Warehouse, Production and Customer Service Managers to direct shared staff
• Agree service levels with the customer and track KPIs including order accuracy, on-time shipping and inventory accuracy
• Create weekly and monthly reports to determine whether KPIs are being met and where there is room for improvement
• Lead regular business reviews with the customer’s leadership team covering performance, volume outlook, improvement plans and growth opportunities
• Forecast order volume and labor needs for the program and work with the General Manager and department managers to plan staffing, space and equipment
• Resolve complex customer challenges or disputes in a professional manner
• Support accurate billing by making sure all activity for the program is captured correctly
• Drive continuous improvement in workflow, accuracy and cost without compromising safety or quality
• Use our in-house WMS/ERP, and Extensiv to manage orders, inventory and reporting for the customer
• Ensure all safety and health standards are met in the program’s work areas
• Identify opportunities to grow the account and support pricing and quotes for new work
• Communicate regularly with the General Manager and ownership regarding the health of the account and any problems or issues impacting the customer
Account Operations Manager Skills and Qualifications:
• Excellent leadership skills, including the abilities to set goals, motivate and manage conflict
• Effective communication skills, including writing, speaking and active listening
• Strong problem-solving skills and the ability to make sound judgement calls
• Great interpersonal skills
• Exceptional time management and organization skills
• In-depth understanding of industry and best practices
• 5 years of leadership in a warehouse, 3PL or fulfillment environment, including managing a large, strategic account or dedicated customer program
• Experience in customer facing roles, including presenting to and negotiating with senior client leadership
• Able to lead and coordinate teams that do not report directly to you
• Comfortable with data, including building KPI reports, volume forecasts and labor plans
• Comfortable using warehouse management software and other organizational computer applications; Extensiv experience is a plus
• Physical strength, stamina and the ability to keep things moving day in and day out
Salary
$100,000 – $125,000 bonus
Location: Groveport, Ohio (Columbus area). Full-time, on-site.
We are looking for an exceptional individual with the ambition, leadership skills and logistics knowledge needed to build a diverse and rapidly growing warehouse and fulfillment business.
Passion and entrepreneurial spirit are just two things we’re looking for in team members. What we aim to accomplish with our work is not easy, some might say audacious, and we need dedicated, high-caliber people to reach our goals.
Our Account Operations Managers are senior, hands-on leaders. The current candidate will own every part of our service to one of our largest and most strategic customers at our Groveport, Ohio (Columbus area) warehouse. They hold the executive-level relationship with that customer and are the key connection between the customer’s leadership and our warehouse, production and customer service teams. Importantly, our Account Operations Managers are part of the production team and are equally comfortable leading a business review with the customer’s leadership team as they are working shoulder-to-shoulder with our warehouse associates to get orders out the door. They work directly for our Chief Operating Officer and in partnership with our Warehouse Managers, Production Managers and Client Services Managers to deliver an exceptional result for our customers. A successful Account Operations Manager has a clear path to become a General Manager as Go Direct expands and opens new facilities.
Key Role Responsibilities:
• Own the customer relationship at every level, from daily contacts to the customer’s leadership team, and serve as their single point of contact
• Own overall program performance and service levels, and act as the customer’s voice inside Go Direct
• Lead onboarding and implementation of the customer program, including setup of items, workflows and reporting in our systems
• Coordinate inbound receiving, inventory, order production and shipping for the customer across our Warehouse, Production and Customer Service teams
• Lead any team members dedicated to the program and work through our Warehouse, Production and Customer Service Managers to direct shared staff
• Agree service levels with the customer and track KPIs including order accuracy, on-time shipping and inventory accuracy
• Create weekly and monthly reports to determine whether KPIs are being met and where there is room for improvement
• Lead regular business reviews with the customer’s leadership team covering performance, volume outlook, improvement plans and growth opportunities
• Forecast order volume and labor needs for the program and work with the General Manager and department managers to plan staffing, space and equipment
• Resolve complex customer challenges or disputes in a professional manner
• Support accurate billing by making sure all activity for the program is captured correctly
• Drive continuous improvement in workflow, accuracy and cost without compromising safety or quality
• Use our in-house WMS/ERP, and Extensiv to manage orders, inventory and reporting for the customer
• Ensure all safety and health standards are met in the program’s work areas
• Identify opportunities to grow the account and support pricing and quotes for new work
• Communicate regularly with the General Manager and ownership regarding the health of the account and any problems or issues impacting the customer
Account Operations Manager Skills and Qualifications:
• Excellent leadership skills, including the abilities to set goals, motivate and manage conflict
• Effective communication skills, including writing, speaking and active listening
• Strong problem-solving skills and the ability to make sound judgement calls
• Great interpersonal skills
• Exceptional time management and organization skills
• In-depth understanding of industry and best practices
• 5 years of leadership in a warehouse, 3PL or fulfillment environment, including managing a large, strategic account or dedicated customer program
• Experience in customer facing roles, including presenting to and negotiating with senior client leadership
• Able to lead and coordinate teams that do not report directly to you
• Comfortable with data, including building KPI reports, volume forecasts and labor plans
• Comfortable using warehouse management software and other organizational computer applications; Extensiv experience is a plus
• Physical strength, stamina and the ability to keep things moving day in and day out
Salary
$100,000 – $125,000 bonus
Location: Groveport, Ohio (Columbus area). Full-time, on-site.
Salary : $100,000 - $125,000