Operations Account Manager

Description

The Operations Account Manager serves as the dedicated customer service lead and relationship manager for a single warehousing and fulfillment customer account. This position owns the customer relationship across the full account lifecycle - from onboarding and order or work order intake through service performance, issue resolution, billing accuracy, and financial reconciliation - and partners with Distribution Center leadership, who are responsible for day-to-day warehouse execution.

The Operations Account Manager is the primary point of contact for the assigned customer and the customer's advocate within Weber, ensuring exceptional customer service, contract compliance, and financial accuracy. Reporting to the Distribution Center Managers and working collaboratively with warehouse leadership, Inventory Control, Customer Service, Billing, Sales, Transportation, Safety, and Compliance, this role translates customer requirements into clear operational direction and keeps the account on track against its service commitments while protecting customer satisfaction and company profitability.

Key Responsibilities

Account Management & Operational Partnership

• Serve as the single point of accountability for the customer relationship, from onboarding and order intake through final financial completion, partnering with Distribution Center leadership who own day-to-day warehouse execution.
• Partner with Distribution Center leadership and warehouse teams to plan for customer needs - including inbound appointments, inventory accuracy and cycle counts, order fulfillment, value-added services, and outbound shipments - and follow up on open issues to ensure customer commitments are met.

Customer Relationship Management

• Serve as the primary operational point of contact for the assigned customer, providing timely communication, proactive issue resolution, inventory and order visibility, and exceptional customer service.
• Lead regular operational reviews with the customer, report on service levels and KPIs against the customer's SLAs, communicate customer requirements, forecasts, and changes to facility leadership, and promote alignment with Weber operating procedures and customer expectations.

Financial Accountability & Revenue Protection

• Validate that storage, handling, and labor activity is captured accurately and billed in accordance with customer contract rates and approved accessorial charges.
• Ensure all billable warehousing services, value-added services, and approved accessorial charges are accurately invoiced to eliminate revenue leakage, and monitor account profitability, labor productivity, and space utilization.

Cross-Functional Collaboration & Problem Solving

• Coordinate with Distribution Center leadership, Inventory Control, Billing, Customer Service, Sales, Transportation, Safety, and Compliance to ensure seamless service delivery for the account.
• Work with facility leadership to investigate and resolve account exceptions, including inventory discrepancies, overages, shortages and damages, receiving and shipping errors, labeling and documentation issues, late or missed shipments, and service failures, and communicate status and corrective actions to the customer.

Performance & Continuous Improvement

• Monitor account performance metrics such as inventory accuracy, order accuracy, on-time shipping, and dock-to-stock time, and partner with facility leadership to identify opportunities to improve service, efficiency, financial performance, and customer satisfaction.
• Participate in the development and enhancement of operating procedures, standard work instructions, and continuous improvement initiatives.
• Maintain current knowledge of warehouse operations, inventory management, 3PL industry practices, customer requirements, and industry best practices.

Requirements

Required Qualifications

• Minimum five (5) years of warehouse, distribution, 3PL, or logistics operations experience, including customer service, account management, or business representative responsibility.
• Bachelor's degree preferred, or equivalent warehouse or 3PL operations experience.
• Demonstrated ability to build and maintain a strong customer relationship while delivering exceptional service.
• Strong understanding of warehouse operations, including receiving, putaway, inventory control, order fulfillment, cross-docking, value-added services, and shipping, sufficient to partner effectively with operations teams and represent the customer's needs.
• Ability to review activity and billing data, validate contracted rates and accessorial charges, identify billing discrepancies, and protect company profitability.
• Excellent verbal and written communication skills, with the ability to effectively communicate with the customer, warehouse teams, and internal departments.
• Ability to analyze operational issues, prioritize competing demands, and develop practical solutions in a fast-paced environment.
• Excellent organizational and time management skills, with the ability to manage the full scope of a complex, high-volume customer account and influence outcomes without direct operational authority.
• Proficiency with Warehouse Management Systems, Microsoft Office applications (particularly Excel), and warehouse technology such as RF scanning.
• Demonstrated ability to work collaboratively across multiple departments and develop productive relationships with the customer and operations teams.
• Strong analytical abilities with attention to detail and commitment to operational excellence.

Preferred Qualifications

• Experience managing a dedicated customer account in a 3PL or contract warehousing environment.
• Experience with activity-based billing, storage and handling rate structures, and accessorial charges.
• Working knowledge of warehouse service agreements, customer operating procedures and SLAs, and billing practices; familiarity with food-grade, cold storage, or e-commerce fulfillment is a plus.

Work Environment & Physical Demands

This role is primarily based on-site at Weber's warehouse facilities, working alongside Distribution Center leadership, with time in office areas and on the warehouse floor, and periodic visits to customer facilities. The role regularly requires sitting, standing, walking, reaching with hands and arms, talking, and hearing, with the ability to occasionally lift or move up to twenty (20) pounds; specific vision abilities include close vision, peripheral vision, and the ability to adjust focus. Warehouse and site visits require compliance with Weber and customer safety policies, including the use of required personal protective equipment. Reasonable accommodation will be made to enable qualified individuals with disabilities to perform the essential functions of this position.