Ecommerce Account Manager

About the role

About us: Phase V Fulfillment provides 3PL order fulfillment services, specializing in ecommerce and direct-to-consumer merchants. Our platform integrates order management, inventory control, kitting, shipping, and real-time tracking into a single, streamlined process. With robust technology and multi-channel integrations-including major ecommerce platforms and carriers-we deliver the visibility and efficiency needed to scale modern fulfillment operations. We support a wide range of fulfillment needs, including warehousing, pick and pack, domestic and international shipping, FBA prep, and both B2B and direct-to-consumer fulfillment. About the role: The Ecommerce Account Manager serves as the primary liaison between Phase V Fulfillment and the ecommerce brands we support. This role operates at the intersection of client relationships and warehouse operations, splitting time between the office and the warehouse floor. The Account Manager owns a portfolio of client accounts end to end - from configuring orders in our OMS to ensuring products are picked, packed, and shipped to standard. You are the face of Phase V to our clients, and the voice of our clients inside Phase V. Core Responsibilities Client Relationship Management: - Own the day-to-day relationship with a portfolio of ecommerce brand accounts, acting as their primary point of contact at Phase V. - Conduct regular check-ins, business reviews, and performance updates with each client. - Onboard new clients by coordinating intake of inventory, configuring account preferences, and establishing standard operating procedures specific to their brand. - Proactively identify client needs, resolve concerns, and look for ways to add value to the partnership. - Build long-term trust with clients so that Phase V becomes a seamless extension of their business. Order Management System (OMS) Operations: - Manage and monitor client accounts within the OMS, ensuring orders flow correctly from ecommerce platforms into the fulfillment pipeline. - Troubleshoot order issues including sync errors, address exceptions, SKU mismatches, and inventory discrepancies. - Configure shipping rules, automation workflows, and account-level settings based on each client's requirements. - Coordinate with the tech team to resolve integration issues and implement system improvements. - Track order accuracy, on-time shipment rates, and other fulfillment KPIs for each account. Warehouse Operations Support: - Spend regular time on the warehouse floor to stay connected to the physical fulfillment process. - Work with warehouse supervisors and team leads to ensure client-specific handling instructions, packaging standards, and quality expectations are being met. - Assist with inventory audits, cycle counts, and discrepancy resolution for assigned accounts. - Communicate client feedback to the warehouse team and help implement process improvements. - Support peak season planning by coordinating labor and space needs with operations leadership. Onsite Visits & Client Hosting: - Represent Phase V during all client site visits, facility tours, and prospective client walkthroughs. - Prepare the warehouse and team for guest visits, ensuring a professional and organized presentation. - Conduct onsite visits to client locations when needed to strengthen the partnership and align on operational goals. - Serve as a brand ambassador for Phase V at industry events, trade shows, or networking opportunities as needed. Reporting & Communication: - Provide clients with regular reporting on fulfillment performance, inventory levels, and shipping metrics. - Escalate operational issues internally and keep clients informed with timely, transparent communication. - Maintain detailed account records, SOPs, and process documentation for each client. - Collaborate with sales, operations, and finance teams to support account growth and retention. Leadership & Training - Guide and direct warehouse personnel on client-specific processes, handling instructions, and quality standards throughout daily operations. - Serve as a resource and mentor to warehouse staff, ensuring they understand the unique requirements of each client account. - Train new and existing team members on client onboarding procedures, OMS workflows, and account management best practices. - Develop and maintain training materials, SOPs, and reference documentation to ensure consistency and knowledge transfer across the team. - Lead by example in professionalism, client communication, and cross-departmental collaboration. - Provide constructive feedback to team members and support their growth within the organization. Required - 1 year of experience in account management or operations within a B2B role; supply chain experience preferred. - Working knowledge of WMS and/or CRM systems. - Comfort working in both an office and a warehouse setting - this role requires time on the floor. - Strong organizational skills with the ability to manage multiple clie

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