Delivery Customer Account Manager

Home Delivery Customer Account Manager Overview

The Home Delivery Customer Account Manager is responsible for managing a market from a customer location (store) and/or a 4PL (fourth party logistics) warehouse partner. They will oversee the operations and ensure compliance to all statement of work/standard operating procedures (SOW/SOP) expectations. This includes reports, inventory, unloading, loading, dispatching, monitoring independent contractors, and tracking key performance indicators (KPI). The role requires a combination of ownership to lead initiatives and drive cross‑functional collaboration among teams, organizational skills, and technical knowledge to ensure seamless daily operations while maintaining high levels of productivity and quality.

This role requires a proactive, solutions‑oriented individual who thrives in a fast‑paced environment and is committed to operational excellence.

• Serve as the primary point of contact for customers, managing end‑to‑end logistics support and ensuring seamless communication and service delivery.
• Proactively track and trace daily orders, identifying and resolving operational challenges to maintain service excellence.
• Act as the local liaison for all customer inquiries, including both operational and sales‑related matters, ensuring timely and accurate responses.
• Provide insightful analysis and monitor cost metrics to support strategic decision‑making and continuous improvement.
• Collaborate with customers to fulfill reporting needs, delivering customized data and performance updates as requested.
• Manage and optimize Independent Contractor (IC) resources to ensure efficient and cost‑effective operations.
• Monitor and respond to emails, reports, and service requests with urgency and professionalism.
• Resolve operational issues as they arise, applying critical thinking and problem‑solving skills to maintain customer satisfaction and operational continuity.
• Performs other duties as assigned.
• Complies with all policies and standards.

Education

• High School Diploma or GED (Required)
• Some College/Associate's Degree (Preferred)

Experience

• 2+ years Account Management / Client Relations (Required)
• 2+ years Home Delivery / Final Mile Logistics Experience (Preferred)

Knowledge, Skills, and Abilities

• Experience in managing and leading individuals to complete allocated tasks – Highly required
• Ability to multi‑task with strong attention to detail – Highly required
• Ability to determine resources to meet and exceed company and customer expectations – Highly required
• Strong leadership, communication, and interpersonal skills – Medium required
• Strong analytical and solution‑oriented problem‑solving skills – Medium required
• Individual must have a self‑starter mentality and is adaptive and flexible – Medium required
• Computer
  
  Skills:
  
  Proficient in MS Word, Excel, logistic tracking software experience preferred, but not required – Medium required
• Knowledge of operational best practices and methodologies – Medium required