Account Champion

Portless•Naperville, 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).
Native-level fluency in English and Mandarin is essential. You must be able to negotiate in the boardroom and the warehouse breakroom.
Advanced experience with Jira, Slack, ERP, and WMS platforms. Ability to interpret data to find "the story" behind the numbers.
Hands-on experience with non-bonded and bonded warehouse requirements.
Proven ability to lead diverse teams through high-pressure "Peak Season" environments.

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

Bridge the Strategic Gap: Act as the primary conduit between North American leadership and the China & US FC. You don't just communicate strategy; you influence it by providing the "boots on the ground" reality.
Serve as the internal advocate for the merchant. Identify recurring friction points on the floor and partner with CS, Product/Services, & Engineering to build systemic, software-based solutions that prevent future bottlenecks.
Ensure "unboxing" quality and delivery speed expectations are not just understood, but codified into the local FC’s DNA.
Lead the FC floor in prioritizing daily tasks for Tier 1 & 2 Merchants. You hold the "Michelin Star" standard for our most valuable clients.
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. You don’t just follow SOPs; you rewrite them to ensure we are always moving toward a more scalable, "0-to-1" environment.
Own the Jira service queues with 100% "in-system" discipline. Use these tools to ensure 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." Move beyond automated notifications to provide thoughtful, human updates that build deep trust with North American Account Managers.
Lead initiatives that break down silos between the FC, CS, and Engineering teams to ensure a unified global response to challenges.