Note: The job is a remote job and is open to candidates in USA. Ship Essential is a logistics company seeking a Warehouse Account Manager (WAM) who will act as the operational and relational owner of their brands. The role involves ensuring warehouse performance, leading relationships with brands, and proactively managing operations to achieve optimal outcomes.
Responsibilities
- Own the Outcome: Act as the accountable owner of brand performance inside the warehouse
- Maintain real-time awareness of inbound, inventory, fulfillment, and returns
- Drive issues to resolution rather than simply reporting them
- Escalate early and clearly when space, labor, or system constraints threaten outcomes
- Partner with GMs and Operations Team to identify root causes of recurring issues
- Serve as the primary point of contact and relationship leader for assigned brands
- Respond to emails, calls, and messages with urgency and professionalism
- Provide clear, concise, action-oriented updates
- Set realistic expectations and avoid overpromising
- Communicate brand needs internally while maintaining Ship Essential’s brand integrity
- File carrier claims and follow through on resolutions
- Capture all brand communication in Front for visibility and continuity
- Balance 1 part Ops and 2 parts PR in all brand interactions
- Demonstrate operational accuracy and command of the facts
- Acknowledge pressure without amplifying it
- Provide logical context that builds understanding and trust
- Listen carefully to understand the real concern beneath the message
- Tailor tone and structure to the individual and situation
- Remain calm and grounded under pressure
- Protect Ship Essential’s reputation through composure, precision, and follow-through
- Actively solicit information about upcoming drops, sales, launches, inbound inventory, wholesale pushes, and marketing campaigns
- Understand the brand’s roadmap, hiring changes, and growth trajectory
- Ensure inbound forecasts and outbound volume expectations are shared with the GM and Operations team
- Flag unexpected shipments immediately
- Anticipate constraints before they become escalations
- Maintain visibility into all inbound shipments and delivery schedules through the use of OpenDock
- Ensure POs and ASNs are submitted to our WMS (ShipHero) prior to arrival
- Confirm labor, space, and pickable locations are allocated ahead of major inbound or promotional activity
- Monitor SKU velocity in partnership with Operations
- Identify recurring brand escalations and work with GMs and cross-functional teams to determine root causes
- Surface operational gaps and repeat breakdowns, early and often
- Propose practical solutions in partnership with warehouse leadership
- Participate in structured improvement efforts led by GMs or Leadership
- Keep Leadership, GMs, Operations, and Growth informed of meaningful brand developments
- Share risks, upcoming launches, inbound spikes, and material updates through the appropriate internal channels
- Ensure no team is surprised by brand activity
- Keep brand pages in the Notion & CRM fully up to date
- Background and key brand context
- Points of contact
- Meeting notes
- Status updates
- Active risks and escalations
- Send daily / weekly written recaps summarizing brand health, risks, upcoming volume, and open issues
- Maintain documentation that allows leadership to understand brand status quickly - concise /clear communication internally and externally
Skills
- Strong operational and relational skills
- Ability to maintain real-time awareness of inbound, inventory, fulfillment, and returns
- Experience in driving issues to resolution
- Ability to escalate issues early and clearly
- Experience in partnering with GMs and Operations Team to identify root causes of recurring issues
- Strong communication skills, both written and verbal
- Ability to respond to emails, calls, and messages with urgency and professionalism
- Experience in providing clear, concise, action-oriented updates
- Ability to set realistic expectations and avoid overpromising
- Experience in capturing brand communication for visibility and continuity
- Ability to balance operational accuracy with public relations in brand interactions
- Ability to remain calm and grounded under pressure
- Experience in proactive planning and forecasting
- Ability to maintain visibility into all inbound shipments and delivery schedules
- Experience in ensuring POs and ASNs are submitted to WMS prior to arrival
- Ability to monitor SKU velocity in partnership with Operations
- Experience in identifying recurring brand escalations and determining root causes
- Ability to propose practical solutions in partnership with warehouse leadership
- Experience in keeping leadership informed of meaningful brand developments
- Ability to maintain documentation and reporting for brand status
- Experience in sending daily/weekly written recaps summarizing brand health, risks, upcoming volume, and open issues
Company Overview