Account Manager

Nutricost; Springville (UT); On-site; USD 60,000 - 80,000; Full time

Job summary

Nutricost is seeking an Account Manager for 3PL fulfillment to be the primary contact for a portfolio of e-commerce and DTC brand clients, owning the relationship end-to-end from onboarding through daily operations, issue resolution, billing accuracy, and account growth.

This role sits at the intersection of client success and warehouse operations, requiring comfort in client QBRs and on the warehouse floor tracing mis-picks or issues.

Qualifications

• 2–5 years of experience in account management, fulfillment operations, logistics coordination, or e-commerce operations.
• Working knowledge of WMS platforms and order management flows; able to pull and analyze CSV exports.
• Strong Excel/Google Sheets skills to build pivot tables, reconcile invoices, and detect data anomalies.
• Understanding of parcel carriers (FedEx, UPS, USPS) including service levels and claims processes.
• Excellent written and verbal communication; can present plans and bad-news with a constructive approach.
• High ownership mentality; follows up and resolves client issues promptly.
• Ability to work on-site and spend time on the warehouse floor when needed.

Responsibilities

• Serve as day-to-day owner for an assigned portfolio of 3PL clients, managing communications and expectations.
• Lead client check-ins and quarterly reviews on SLA performance, volumes, and promotions.
• Onboard new clients: coordinate WMS setup, SKU builds, receiving, packaging specs, and shipping configs.
• Advocate for the client while translating needs into actionable warehouse instructions.
• Monitor order flow, SLA pacing, and backlog; flag risks and coordinate prioritization with leadership.
• Own resolution of shipment exceptions through root-cause analysis and corrective actions.
• Deliver regular performance reporting on accuracy, on-time shipping, and inventory metrics.
• Identify growth opportunities and support renewal and pricing discussions.

Skills

Account management

Fulfillment operations

Logistics coordination

E-commerce operations

WMS proficiency

CSV exports

Excel/Google Sheets

Tools

WMS platforms

CSV exports

Job description

Account Manager — 3PL Fulfillment

We're looking for an Account Manager to serve as the primary point of contact for a portfolio of e-commerce and DTC brand clients using our fulfillment services. You'll own the client relationship end to end — from onboarding through daily operations, issue resolution, billing accuracy, and account growth. This role sits at the intersection of client success and warehouse operations, so you need to be equally comfortable in a client QBR and on the warehouse floor tracing a mis-picked order.

What You’ll Do

Client Relationship Management

• Serve as the day-to-day owner for an assigned portfolio of 3PL clients, managing all communication, escalations, and expectations
• Lead recurring client check-ins and quarterly business reviews covering SLA performance, order volume trends, storage utilization, and upcoming promotions or launches
• Onboard new clients: coordinate WMS setup, SKU builds, receiving expectations, packaging specs, and carrier/shipping configurations
• Act as the client's advocate internally while protecting operational feasibility — translate client needs into executable warehouse instructions and push back constructively when requests aren't operationally sound

Operational Coordination

• Monitor daily order flow, SLA pacing, and backlog for your accounts; flag risks early and coordinate with warehouse leadership on prioritization
• Manage inbound receiving coordination: ASNs, appointment scheduling, discrepancy resolution, and lot/expiration tracking where applicable
• Own resolution of shipment exceptions — lost packages, carrier claims, mis-ships, damages, and inventory discrepancies — through to root cause
• Coordinate special projects such as kitting, relabeling, FBA prep, retail/B2B routing compliance, and inventory transfers between facilities

Billing & Account Health

• Review and validate monthly client invoices: storage fees, pick/pack charges, postage markup, and project billing — ensuring accuracy before they go out
• Track account profitability signals and surface pricing or scope issues to leadership
• Identify growth opportunities within existing accounts (new channels, new SKUs, additional services) and support renewal and rate discussions

Reporting & Continuous Improvement

• Deliver regular performance reporting: order accuracy, on-time ship rate, dock-to-stock time, inventory accuracy, and claims
• Contribute to process documentation and SOP improvements based on recurring client issues
• Partner with operations on WMS logic improvements, packaging optimization, and cost-reduction initiatives that benefit your accounts

What We’re Looking For

• 2–5 years of experience in account management, fulfillment operations, logistics coordination, or e‑commerce operations. 3PL experience preferred
• Working knowledge of WMS platforms and order management flows; comfortable pulling and analyzing CSV exports
• Strong Excel/Google Sheets skills — you can build a pivot table, reconcile an invoice, and spot a data anomaly without being asked
• Understanding of parcel carriers (FedEx, UPS, USPS) including service levels, rate structures, and the claims process
• Excellent written and verbal communication; you can deliver bad news to a client with a plan attached
• High ownership mentality — you close loops, follow up without reminders, and treat client problems as your problems
• Ability to work on-site and spend time on the warehouse floor as needed
• Willingness to learn