Account Champion

Portless•Chicago, IL

About The Position

At Portless, we don’t just ship packages; we bridge the gap between global brands and their customers. As an Account Champion, you are the "Operational Architect" and heartbeat of our highest-priority accounts. You aren't just a translator; you are the strategic link that ensures North American growth strategy is converted into flawless, scalable execution on the China & Chicago fulfillment floors. You are a Logistics Diplomat—equally at home presenting performance data to executives as you are commanding authority on the warehouse floor.

Requirements

3+ Years of Experience: Proven track record in fulfillment, cross-border logistics, or account management (3PL experience is a must).
Bilingual Capability: Native-level fluency in English and Mandarin is essential.
Technical Proficiency: Advanced experience with Jira, Slack, ERP, and WMS platforms.
Ability to interpret data to find "the story" behind the numbers.
Warehouse Expertise: Hands-on experience with non-bonded and bonded warehouse requirements.
Leadership Presence: Proven ability to lead diverse teams through high-pressure "Peak Season" environments.
Extreme Ownership: Owning the package until it’s in the customer's hands.
Strategic Boldness: Confidence to challenge a process for a better way to serve the merchant.
Precision as Kindness: Obsessing over details to ensure a low error rate in global logistics.

Nice To Haves

You are frustrated by "good enough" and move with a sense of purposeful impatience.
You understand the grit of a warehouse floor but can speak the language of a North American executive.
You are looking for a "tour of duty" that allows you to prove your leadership on a global stage and paves the way for a future in Executive Operations or Global CS Leadership.

Responsibilities

Act as the primary conduit between North American leadership and the China & US FC, influencing strategy by providing "boots on the ground" reality.
Serve as the internal advocate for the merchant, identifying friction points and partnering with CS, Product/Engineering to build systemic, software-based solutions.
Ensure "unboxing" quality and delivery speed expectations are understood and codified into the local FC’s DNA.
Lead the FC floor in prioritizing daily tasks for Tier 1 & 2 Merchants, upholding a "Michelin Star" standard.
Maintain a seat at the table with FC Management to shift labor and resources in real-time based on order volume surges and strategic urgency.
Act as the guardian of operational standards, rewriting SOPs to ensure scalability and a "0-to-1" environment.
Own Jira service queues with 100% "in-system" discipline, ensuring every merchant request is tracked and resolved.
Use throughput data and KPI tracking to prove value to merchants and justify operational changes to leadership.
Lead and upskill junior FC team members in documentation excellence and time management.
Drive a culture of "Proactive Transparency" through thoughtful, human updates to build trust with North American Account Managers.
Lead initiatives that break down silos between FC, CS, and Engineering teams for a unified global response.