Description

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.

Essential 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.

Benefits

• Insurance
  • Health
  • Dental
  • Vision
  • Life
• 401(k) + match
• Paid Time Off