About this role
Position Overview
Account Managers serve as the frontline support for our valued B2B clients, ensuring a seamless
experience across all aspects of their interaction with Ship Sticks. This role is responsible for
managing daily service needs, including pickup and delivery issues, claims, lost package
investigations, and box or supply fulfillment. Account Managers work closely with clients to
understand their unique requirements, provide timely assistance, and resolve any issues with
care and urgency. In addition to support, they help strengthen client relationships by promoting
best practices and encouraging more efficient use of our services.
Roles & Responsibilities
Client Support
- Serve as the primary point of contact for assigned client accounts, providing prompt and
- professional support via phone, email, and chat.
- Troubleshoot and resolve service issues including missed pickups, delayed deliveries,
- claims, and lost package investigations.
- Educate clients on best practices for using Ship Sticks, including order placement,
- tracking, and packaging guidelines.
- Support onboarding and training of new client contacts to ensure a smooth start and consistent experience.
Operational Execution
- Monitor active shipments to proactively identify and address potential issues before
- they escalate.
- Coordinate box and supply fulfillment to ensure clients receive the materials they need
- in a timely manner.
- Maintain detailed records of client interactions and resolutions using internal systems
- (e.g., CRM, Zendesk).
- Collaborate with internal departments (e.g., Operations, Claims, Logistics) to align on
- timely issue resolution and service enhancements.
Relationship Management & Growth
- Track and analyze client usage trends to identify opportunities for increased engagement
- and service adoption.
- Promote efficient service usage, encouraging clients to streamline their shipping process
- with our tools and features.
- Strengthen client relationships through consistent, proactive communication and
- dependable service support.
Position Benefits
- Full training provided – no experience required
- Competitive pay with bonus opportunities
- 401(k) retirement plan
- Health, dental, and vision insurance
- Paid vacation
- Supportive team environment
- Opportunities for career advancement
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