Ecommerce Account Manager - Phase V - Fort Myers, FL

Ecommerce Account Manager

Phase V Fulfillment provides 3PL order fulfillment services, specializing in ecommerce and direct-to-consumer merchants.

Our platform integrates order management, inventory control, kitting, shipping, and real-time tracking into a single, streamlined process. With robust technology and multi-channel integrations—including major ecommerce platforms and carriers—we deliver the visibility and efficiency needed to scale modern fulfillment operations.

We support a wide range of fulfillment needs, including warehousing, pick and pack, domestic and international shipping, FBA prep, and both B2B and direct-to-consumer fulfillment.

We're looking for an Ecommerce Account Manager who thrives at the intersection of client relationships and warehouse operations. This isn't a desk-only role. You'll split your time between the office and the warehouse floor, serving as the connective tissue between our fulfillment operations and the ecommerce brands we support. You'll manage a portfolio of client accounts end to end — from configuring their orders in our OMS to walking the warehouse floor to ensure their products are being picked, packed, and shipped to standard.

You are the face of Phase V to our clients, and the voice of our clients inside Phase V.

Responsibilities

• Own the day-to-day relationship with a portfolio of ecommerce brand accounts, acting as their primary point of contact at Phase V.
• Conduct regular check-ins, business reviews, and performance updates with each client.
• Onboard new clients by coordinating intake of inventory, configuring account preferences, and establishing standard operating procedures specific to their brand.
• Proactively identify client needs, resolve concerns, and look for ways to add value to the partnership.
• Build long-term trust with clients so that Phase V becomes a seamless extension of their business.
• Manage and monitor client accounts within the OMS, ensuring orders are flowing correctly from their ecommerce platforms into our fulfillment pipeline.
• Troubleshoot order issues including sync errors, address exceptions, SKU mismatches, and inventory discrepancies.
• Configure shipping rules, automation workflows, and account-level settings based on each client's requirements.
• Coordinate with the tech team to resolve integrations issues and implement system improvements.
• Track order accuracy, on-time shipment rates, and other fulfillment KPIs for each account.
• Spend regular time on the warehouse floor to stay connected to the physical fulfillment process.
• Work with warehouse supervisors and team leads to ensure client-specific handling instructions, packaging standards, and quality expectations are being met.
• Assist with inventory audits, cycle counts, and discrepancy resolution for your accounts.
• Communicate client feedback to the warehouse team and help implement process improvements.
• Support peak season planning by coordinating labor and space needs with operations leadership.
• Represent Phase V during all client site visits, facility tours, and prospective client walkthroughs.
• Prepare the warehouse and team for guest visits, ensuring a professional and organized presentation.
• Conduct onsite visits to client locations when needed to strengthen the partnership and align on operational goals.
• Serve as a brand ambassador for Phase V at industry events, trade shows, or networking opportunities as needed.
• Provide clients with regular reporting on fulfillment performance, inventory levels, and shipping metrics.
• Escalate operational issues internally and keep clients informed with timely, transparent communication.
• Maintain detailed account records, SOPs, and process documentation for each client.
• Collaborate with sales, operations, and finance teams to support account growth and retention.