Position 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.

Roles & 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.

Position Benefits

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