Warehouse Account Manager

Good Company • Springfield, Missouri, United States • 6h ago

About Good Company

We are a fast growing third-party logistics (3PL) provider focused on delivering high-performance fulfillment for eCommerce brands. We lead with operational excellence, radical accountability, and client-aligned success metrics. We believe in small teams, measurable impact, and building careers from the floor up.

Warehouse Account Manager (WAM) - Customer Service Expert

All Shifts

Shift	FHD, FHN, BHD, BHN	Pay	$19 - $25 per hour depending on experience
Work style	On the floor (boots-on-the-ground execution owner)	Reports to	Client Operations Manager (COM)
Primary partners	Client CS Teams, COM, OPs managers, Fulfillment Associates	Last updated	April 2026

Role Goal

Deliver flawless day-to-day execution for assigned accounts by catching and fixing order-level issues quickly and ensuring client quality is maintained. The WAM is the operational expert for their clients and is entrusted with being a resource on the floor for all things related to their clients.

Role Overview

• The Warehouse Account Manager is the on-floor subject-matter expert for a set of clients and is accountable for day-to-day operational quality.

• This role ingests client requests, routes them appropriately, and performs hands-on fixes and investigations when issues occur.

• The WAM is a reactive position, demonstrating care and compassion in response to a variety of order-level issues that might arise

Key Responsibilities

Client support and routing

• Handle day-to-day Slack support following the Slack Support Guide and maintain limited, gated communication with clients.

• Ingest client messages, route to the right internal owners when needed, and follow through until closure.

• Attend WAM meetings and stay aligned with priorities and operational changes.

Order-level fixes and investigations

• Own order-level fixes and exceptions; escalate trends or repeated failures to the Client Operations Manager (COM).

• Investigate mis-ships and coordinate reships when required; report findings and corrective actions, and ensure inventory information from client mis-ship submissions is complete.

Client Quality Checklist

• The WAM will work off a standardized checklist to ensure client quality in between checking in on Slack.

Success Metrics (KPIs)

• Time to first response

• Time to resolution of order level issues

• Responsiveness and cooperation to internal issues flagged

• Checklist quality and completion

Qualifications and Behaviors

• Comfort communicating with client teams on Slack and the ability to always act in the best interest of Good Company.

• Strong operational instincts and comfort working on the warehouse floor with frequent Slack and mobile usage.

• Detail-oriented problem solver who can trace errors to root causes and document fixes.

• Able to prioritize quickly under load and escalate appropriately to the COM.

• Clear written communication and strong follow-through.

• Ownership mindset: treats client outcomes as personal responsibility, not someone else's problem.

• Comfort operating within compliance requirements, including hazmat processes.

• Flexibility. Must be able to switch priorities and not drop tasks.

Soft Skills and Behavioral Competencies

This section captures the core soft-skill expectations reflected in the competency areas shown on the source page. It can be edited further as needed.

Competency	Role expectations
Problem Solving	• Quickly identify order, process, and workflow issues and separate symptoms from root cause. • Use sound judgment to determine what can be resolved directly on the floor versus what should be escalated. • Create practical corrective actions and document learnings so issues are less likely to repeat.
Written Communication	• Write clear, concise Slack updates, internal handoffs, and client-facing notes. • Document issues, decisions, and SOP changes with enough detail for others to execute accurately. • Communicate professionally and consistently across fast-moving operational situations.
Informing	• Proactively share risks, blockers, status changes, and next steps with the right stakeholders. • Escalate emerging SLA, queue, or compliance concerns early rather than waiting for failures to surface. • Keep cross-functional partners aligned so work continues smoothly across shifts and teams.
Customer Focus	• Make decisions with the client experience, operational accuracy, and SLA protection in mind. • Balance urgency with quality so fixes solve the immediate issue without creating new problems. • Demonstrate ownership, follow-through, and service-minded judgment in daily execution.