Key Account Manager Logistics and Customer Ops

Fermented Food Holdings, Inc. • Madison, WI

4d

About The Position

The Key Account Manager – Logistics and Customer Operations owns the end-to-end logistics and customer operations process for the Costco account, driving operational efficiency, process standardization, continuous improvement, and outstanding customer service. This role is responsible for streamlining workflows, optimizing order execution, and implementing scalable solutions that enhance productivity and service performance. As the primary point of accountability, the manager leads cross-functional alignment, proactively identifies opportunities to reduce complexity and cost, and establishes best practices to improve throughput and reliability. Success in this role requires strong leadership, strategic thinking, and a focus on building efficient, repeatable processes that support customer satisfaction and long-term operational excellence.

Requirements

• Bachelor’s degree in Supply Chain Management, Logistics, Business Administration, or a related field preferred; equivalent work experience will be considered
• 5–7 years of experience in logistics, supply chain operations, customer service, or order management (experience with retail or Costco account a plus)
• Experience working with transportation management systems (TMS), warehouse management systems (WMS), or ERP platforms preferred
• Strong proficiency in Microsoft Office (especially Excel) and ability to manage data accurately

Nice To Haves

• Familiarity with international shipping documentation and regulatory compliance requirements
• Experience managing retailer portals (e.g., Costco)

Responsibilities

• Accurately review and process purchase orders, ensuring correct case quantities, lead times, and warehouse locations prior to entry
• Identify discrepancies and communicate required corrections to customers in a timely and professional manner
• Proactively notify customers of existing or potential issues impacting orders or deliveries
• Maintain and provide daily updates to a rolling delivery appointment log
• Respond to customer inquiries promptly, ensuring clear and professional communication at all times
• Verify inventory availability to support customer requests, including order additions or changes
• Communicate approvals, denials, or recommended alternatives based on inventory constraints
• Monitor item-specific quality control holds across warehouse networks to ensure accurate lot code selection for shipments
• Own end-to-end delivery appointment management through the Costco Portal, ensuring accuracy, timeliness, and clear, proactive communication of status updates to customers
• Drive accountability with carriers to secure appointments within required scheduling windows, anticipating risks and resolving constraints before they impact service
• Take full ownership of shipment execution performance, including track & trace, on-time pickups, and delivery success
• Proactively identify risks, make informed decisions to mitigate delays, and lead resolution efforts while keeping all stakeholders aligned
• Act as the primary decision-maker for escalations, balancing cost, service, and customer impact
• Lead strategic partnership with 4PL provider, holding them accountable for service levels while identifying and implementing process improvements
• Challenge existing workflows, remove inefficiencies, and optimize transportation planning and execution
• Serve as the escalation point and decision authority for complex logistics issues
• Own and drive performance of the Costco Scorecard, with full accountability for maintaining OTIF within FFH’s acceptable range
• Analyze trends, identify root causes of failures, and implement corrective and preventative actions
• Continuously improve processes, carrier performance, and internal alignment to increase efficiency and service reliability
• Champion continuous improvement initiatives across transportation operations, identifying opportunities to streamline processes, reduce costs, and enhance service levels
• Leverage data and performance insights to drive smarter, faster decision-making and long-term operational improvements
• Prepare and manage all required documentation for international shipments, ensuring compliance with current regulations
• Stay informed on policy updates and ensure adherence to evolving regulatory requirements

Benefits

• 401-K with Company match
• Paid holidays, vacation and sick time
• Health, dental and vision insurance
• Flexible Spending Accounts (health/dependent) and Health Savings Accounts
• Company sponsored short term and long-term disability, as well as life insurance
• Additional voluntary insurance plans are available to meet your lifestyle needs
• You’ll enjoy office perks such as espresso, snacks, desserts, and a friendly environment

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level