Account Manager

Account Manager

At Rocket Shippers, we're fulfillment experts, so you don't have to be. As a division of Pride Global, a certified minority-owned company, we offer the power and stability of a large corporation, with the flexibility and personal touch of a small business. Our complete ecommerce fulfillment solutions include comprehensive integration, storage, packaging, and shipping for your company. So, you can stop stressing about logistics and focus on reducing costs, increasing revenue, and growing your business. Technology-forward fulfillment solution, helping small to medium-sized

businesses streamline their e-commerce presence.

The Account Manager serves as the primary point of contact for an assigned portfolio of clients, building strong relationships while ensuring exceptional service and operational execution. This role is responsible for client onboarding, account retention, day-to-day account management, and identifying opportunities to enhance customer experience and grow existing business.

Working closely with warehouse operations, transportation, and leadership teams, the Account Manager acts as a trusted advisor to clients, proactively resolving issues, communicating performance metrics, and ensuring fulfillment operations align with customer expectations. Success in this role requires strong relationship management, problem-solving, and a customer-first mindset within a fast-paced 3PL and e-commerce fulfillment environment.

Responsibilities:

· Serve as the primary relationship manager for an assigned portfolio of customer accounts.

· Develop trusted partnerships with clients through regular communication, business reviews, and proactive account management.

· Lead the onboarding of new customers, ensuring a seamless transition into Rocket Shippers' fulfillment operations.

· Understand each client's business objectives and develop standard operating procedures that support their fulfillment needs.

· Partner with warehouse operations, inventory, and transportation teams to ensure service levels and customer expectations are consistently achieved.

· Monitor account performance, identify trends, and proactively resolve issues related to inventory, shipping, fulfillment, and transportation.

· Coordinate inbound and outbound freight, including LTL and FTL shipments, while maintaining communication with carriers and customers.

· Conduct regular customer meetings via Microsoft Teams or Zoom to review performance, discuss upcoming initiatives, and strengthen client relationships.

· Identify opportunities to improve processes, increase customer satisfaction, and expand existing customer relationships through additional services.

· Maintain accurate customer records, order information, and account documentation within internal systems.

· Manage escalations and ensure timely resolution of customer concerns.

· Collaborate cross-functionally to deliver an exceptional customer experience from onboarding through ongoing account management.

· Support customer retention initiatives by consistently delivering outstanding service and operational excellence.

Qualifications:

· 2 years of account management, client services, customer success, or customer relationship management experience.

· Experience supporting customers within a 3PL, logistics, supply chain, distribution, or e-commerce fulfillment environment.

· Demonstrated ability to build long-term client relationships and manage multiple accounts simultaneously.

· Strong communication and presentation skills with experience leading customer meetings.

· Experience coordinating transportation, inventory, or fulfillment operations is highly preferred.

· Advanced proficiency with Microsoft Excel, Outlook, and Word.

· Experience with WMS, ERP, CRM, or order management systems is a plus.

· Excellent analytical, organizational, and problem-solving skills.

Important Details:

• M-F, 8:00am-5:00pm
• Onsite in our Allentown, PA facility
• $50,000-$60,000

Pride Global and its affiliates, including Russell Tobin, Pride Health, Pride Now, and Pride One, offer eligible employees comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors.

As a certified minority-owned business, Pride Global and its affiliates - including Russell Tobin, Pride Health, and Pride Now - are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics.

Pride Health is Pride Global's healthcare staffing branch, providing recruitment solutions for healthcare professionals and the industry at large since 2010. As a minority-owned business that delivers exceptional service to its clients and candidates by capitalizing on diverse recruiting, account management, and staffing backgrounds, Pride Health's expert team provides tailored and swift sourcing solutions to help connect healthcare talent with their dream jobs.