Account Manager

ShipDudes; Palisades Park (NJ); On-site; USD 60,000 - 90,000; Full time

Job summary

ShipDudes in Palisades Park, NJ is seeking an Account Manager to own a portfolio of consumer brands, serving as their primary liaison and quarterback for issue resolution across warehouse, operations, and tech teams.

You will drive proactive communications, build strong relationships with founders and ecommerce teams, manage launches, and monitor account health to prevent escalations. This is a hands-on, growth-minded role in a fast-moving 3PL environment.

Qualifications

• 2-5 years of experience in account management or related customer-facing role.
• Experience in 3PL, logistics, fulfillment, supply chain, or e-commerce is a major plus.
• Strong written and verbal communication skills.
• Excellent relationship-building and organizational abilities.
• Ability to manage multiple customers and priorities simultaneously.
• Comfortable working with founders, executives and operations teams.

Responsibilities

• Own day-to-day relationship for a portfolio of ShipDudes customers.
• Serve as primary point of contact between customers and ShipDudes.
• Coordinate with warehouse, receiving, inventory, and operations teams.
• Proactively communicate delays or changes before customers ask.
• Monitor account health and customer satisfaction.
• Support onboarding and launches of new customers.
• Escalate issues internally when urgency is required.
• Maintain accurate notes and open action items.

Skills

Account management experience

Customer success

Communication

Problem solving

Organization

Relationship building

Job description

ShipDudes is a fast-growing, technology-enabled third-party logistics (3PL) company helping e-commerce and omnichannel brands scale their fulfillment operations.

We work with growing consumer brands across e-commerce, retail, Amazon, Walmart, and other sales channels, managing everything from inventory receiving and storage to order fulfillment, shipping, and operational support.

Our goal is simple: provide brands with the level of service, communication, and execution we would expect if we were running the brand ourselves.

As ShipDudes continues to grow, we are looking for an Account Manager who can take true ownership of customer relationships and become a key part of our customer experience team.

The Role:

As an Account Manager at ShipDudes, you will own a portfolio of brands and serve as their primary point of contact.

This is not a traditional customer service role where you simply respond to questions and pass requests between departments.

You are the quarterback for your accounts.

You will be responsible for understanding what is happening across your customers’ businesses, coordinating internally with our warehouse and operations teams, communicating proactively, solving problems, and ensuring issues get all the way to the finish line.

Problems will happen in logistics. Inventory may arrive incorrectly. A carrier may experience a delay. A warehouse deadline may be missed. An integration may encounter an issue.

Regardless of where a problem originates, the Account Manager owns the customer relationship and is responsible for making sure the customer feels that someone is actively driving the issue toward resolution.

What You'll Do

• Own the day-to-day relationship for a portfolio of ShipDudes customers.
• Serve as the primary point of contact between customers and ShipDudes.
• Build strong relationships with brand founders, operators, e-commerce teams, and other key stakeholders.
• Develop a strong understanding of each customer’s products, inventory, order volume, operational requirements, upcoming launches, and priorities.
• Coordinate closely with warehouse, receiving, inventory, shipping, technology, and operations teams.
• Take ownership of customer issues from the moment they arise through full resolution.
• Establish clear expectations and realistic timelines with customers.
• Follow up internally to ensure commitments and deadlines are being met.
• Proactively communicate delays or changes before the customer has to ask for an update.
• Identify potential problems before they become customer escalations.
• Prepare thoroughly for customer calls and meetings.
• Maintain accurate notes, follow-ups, account information, and open action items.
• Support the onboarding and launch of new customers.
• Coordinate larger operational projects, including product launches, inventory transfers, retail orders, and special projects.
• Monitor account health and customer satisfaction.
• Identify accounts that may be at risk and proactively work with leadership and operations to address concerns.
• Identify opportunities to strengthen and expand customer relationships.
• Escalate issues internally when additional support or urgency is required.
• Ensure customer commitments do not fall through the cracks.

What Success Looks Like

Ownership

The brands you manage are your brands.

You should understand what is happening across your accounts without needing leadership to constantly ask for updates.

Proactivity

You do not wait for customers to discover problems.

If something is supposed to happen Wednesday, you are checking on it ahead of time and making sure it happens - or communicating proactively if the timeline changes.

Communication

Customers should always understand:

• What is happening
• What is being done about it
• Who is responsible
• What happens next
• When they should expect another update

Follow-Through

If you tell a customer something will happen, you make sure it happens.

If circumstances change, you communicate that change immediately and establish a new expectation.

Problem Solving

You do not simply forward messages between customers and the warehouse.

You take ownership of understanding the problem, coordinating the right people internally, and moving the situation toward resolution.

Organization

You can manage multiple customers, conversations, projects, deadlines, launches, and operational issues without letting important details fall through the cracks.

Relationship Building

Your customers should feel that you understand their business and can be trusted when things are going well - and especially when something goes wrong.

Key Performance Indicators

Account Managers at ShipDudes will be measured across several areas, including:

• Customer Retention / Churn: Maintaining strong customer relationships and minimizing preventable customer loss.
• Customer Satisfaction: Overall customer sentiment, relationship quality, and feedback.
• Response Time: Providing customers with timely responses and acknowledgement of issues.
• Account Health: Proactively identifying potential risks, issues, or dissatisfied customers before they **escalate**.
• Task Completion & Follow-Through: Ensuring customer requests, operational commitments, and internal action items are completed on time.
• Onboarding Performance: Helping new customers launch smoothly and successfully.
• Account Expansion: Identifying opportunities to deepen customer relationships and support additional growth where appropriate.

Performance will be evaluated not only on whether problems occur, but on how effectively the Account Manager communicates, takes ownership, and drives those problems toward resolution.

What We're Looking For

• 2-5 years of experience in account management, customer success, operations, logistics, e-commerce, or a related customer-facing role.
• Previous experience in 3PL, logistics, fulfillment, supply chain, or e-commerce is a major plus.
• Strong written and verbal communication skills.
• Strong relationship-building abilities.
• Extremely organized and detail-oriented.
• High level of ownership and personal accountability.
• Ability to manage multiple customers and priorities simultaneously.
• Strong problem-solving skills.
• Comfortable communicating directly with founders, executives, and operations teams.
• Ability to remain calm and professional during customer escalations.
• Comfortable pushing internally for answers, urgency, and results when necessary.
• Ability to work independently without needing constant reminders or supervision.
• Comfortable learning operational systems, fulfillment processes, and technical concepts.
• Ability to thrive in a fast-moving and rapidly growing environment.

Schedule & Location

This is a full-time, on-site position at our Palisades Park, New Jersey location.

The position follows a standard five-day workweek.

We believe being together in person allows our Account Management, Operations, and Warehouse teams to communicate faster, solve problems more effectively, and provide a better experience for our customers.

Potential career progression may include:

As the company continues to scale, there will be opportunities for high-performing team members to take on larger customer portfolios, strategic accounts, leadership responsibilities, and broader roles within the organization.

Why ShipDudes

This is an opportunity to join a growing company where your work has a direct impact on both our customers and the business.

You will work closely with growing consumer brands, learn the logistics and e-commerce industry from the inside, and gain exposure to warehouse operations, supply chain, technology, customer success, and business operations.

We are looking for people who want responsibility, want to learn quickly, and want to build something - not just fill a seat.

At ShipDudes, we value people who:

• Take ownership
• Move with urgency
• Communicate clearly
• Care deeply about customers
• Follow through on commitments
• Solve problems instead of passing them along