Account Manager - White Glove & Project Logistics

Position Summary

The Account Manager serves as the primary customer liaison for retail store construction projects, white glove delivery, office relocations and nationwide decommissioning projects.

This role serves as the primary customer interface responsible for coordinating logistics solutions from quotation through final delivery, project execution, and invoicing while ensuring exceptional service execution and operational efficiency.   The ideal candidate brings strong operations experience combined with white glove moving & storage expertise and the ability to coordinate multi-vendor office decommission projects across the United States.

Key Responsibilities

Customer & Project Management

• Serve as the primary point of contact for assigned customer accounts.
• Build and maintain strong customer relationships focused on service excellence and retention.
• Manage daily customer communications including:
• • Shipment updates
  • Project coordination
  • Issue resolution
  • Service planning
• Provide proactive communication regarding shipment status, project timelines, and operational milestones.

·        Support onboarding of new customers including operational setup and service alignment

Logistics Coordination

• Manage the planning and execution of white glove deliveries, including fixtures, materials, and equipment from multiple suppliers
• Coordinate inbound freight, warehousing, staging, final-mile delivery, and inside delivery services
• Align delivery schedules with construction timelines, store opening dates, and site readiness
• Track shipments, monitor milestones, and ensure on-time, in-full performance

White Glove Moving & Storage Operations

• Coordinate white glove commercial delivery services, including inside delivery, installation, and specialized handling.
• Manage moving and storage requirements for commercial customers.
• Coordinate warehouse storage, inventory handling, and final deployment scheduling.
• Ensure service providers meet customer handling and service expectations.

Office Relocation & Decommission Project Management

• Manage commercial office decommission projects from planning through completion.
• Coordinate and oversee nationwide vendor partners including:
• • Commercial moving companies
  • Electrical contractors
  • Plumbing contractors
  • Signage and branding removal companies
• Identify, qualify, and manage service vendors across the United States.
• Develop project timelines, coordinate scheduling, and ensure compliance with customer requirements.
• Act as central coordinator between customers, contractors, property managers, and internal teams.
• Ensure safe, efficient, and compliant site shutdown or relocation execution.

Quality, Reporting & Issue Resolution

• Ensure white glove service standards are consistently met, including careful handling, placement, and documentation
• Monitor KPIs such as on-time delivery, damage rates, and customer satisfaction
• Provide regular status updates, reports, and post-project summaries to customers
• Proactively identify risks and implement solutions to prevent project disruptions

Internal Collaboration

• Work closely with operations, dispatch, warehouse, and field teams to execute projects successfully
• Support continuous improvement initiatives related to retail logistics and project execution

Qualifications

Required

• 5 years of logistics, transportation, project logistics, or account management experience.
• Demonstrated experience with white glove moving and storage operations.
• Experience managing commercial office relocations or decommission projects.
• Proven ability coordinating multiple vendors and contractors simultaneously.
• Experience identifying and managing service providers across the United States.
• Strong organizational and project coordination skills.
• Excellent customer communication and relationship management abilities.
• Ability to manage multiple projects and deadlines in a fast-paced environment.
• Proficiency with Transportation Management Systems (TMS) or logistics software.

Preferred

• Experience supporting facility closures, or workspace transitions.
• Background working with national agent networks or service partners.
• Understanding of installation, store fixture logistics, or facilities services coordination.
• Experience supporting RFP responses and customer solution design.
• Knowledge of freight pricing, carrier sourcing, and final-mile delivery operations.

Key Competencies

• Customer Focus & Service Excellence
• Project Management & Coordination
• Vendor Management
• Logistics Operations Expertise
• Problem Solving & Decision Making
• Communication & Collaboration
• Attention to Detail