Supplier Account Manager

This position requires to be in Boston, MA for the 4 days in office requirement.

Castle Gate Forwarding is a digital freight forwarding organization within Wayfair's broader Castle Gate Logistics network. We offer a full suite of shipping services (Asia consolidation, ocean freight, drayage, customs brokerage, cargo insurance, etc.) that aims to provide Wayfair suppliers with competitive and convenient logistics solutions. As part of the CGF, you will play a key role in growing and executing on our strategic business lines.

This is a highly visible and exciting role and one that will offer the right candidate an opportunity to lead a core part of our strategic vision. As you pursue strong relationships with CGF suppliers, success will be demonstrated by increasing supplier satisfaction and growing the percentage of volume shipped by Castle Gate Logistics for each supplier.

• Establish, build, and maintain relationships with key suppliers/customers using CGF services
• Manage the performance and growth of a set portfolio of suppliers at a vertical and category level
• Develop and leverage Account Management tools such as scorecards, dashboards, KPI reports to encourage continued improvement and strengthen partnership
• Support the growth of the Account Management team within CGF
• Own the supplier experience and drive improvements to NPS (i.e. supplier satisfaction) across the supplier portfolio through strong operational partnerships
• Define, track, and improve drivers of volume growth and profitability for each supplier account
• Identify opportunities and collaborate with various cross functional teams for internal process improvements based on supplier feedback and bottlenecks
• Facilitate resolution of supplier questions and issues. Also be the owner for customer escalations.
• Identify and drive opportunities for service enhancements to further strengthen our value proposition
• Contribute to the development of new tools, processes and technology which make our teams more efficient and effective.
• Support operational strategy and innovation to drive business goals for revenue, operational performance, and profitability.
• Manage multiple priorities in a face-paced environment with effective communication and thorough follow through.
• Establish sound process improvement initiatives that drive year over year improvement.

• Significant experience in key account management ideally in the logistics/transportation industry with a strong operational background
• Managerial experience preferred with ability to train and develop a team against set goals and competencies
• Excellent written and verbal communication skills – confident, concise, and ability to influence internal/external partners as well as leadership
• Experience in building customer relationships and addressing negative feedback head-on
• Desire to help build a team as the need grows for additional account managers
• Collaborative self-starter who is able to work in a fast-paced environment with a certain level of ambiguity
• Analytical, creative, and innovative approach to solving problems
• Ability to lead through influence and work effectively with people in a cross-functional environment
• High degree of comfort using Excel and Powerpoint to work with data and communicate ideas
• Familiarity with the transportation and logistics industry highly preferred

Assistance for Individuals with Disabilities

Wayfair is fully committed to providing equal opportunities for all individuals, including individuals with disabilities. As part of this commitment, Wayfair will make reasonable accommodations to the known physical or mental limitations of qualified individuals with disabilities, unless doing so would impose an undue hardship on business operations. If you require a reasonable accommodation to participate in the job application or interview process, please let us know by completing our Accomodations for Applicants form.

Wayfair Inc. is an American e-commerce company that sells furniture and home-goods.