Operations Account Manager

Weber Distribution LLC•Moreno Valley, CA

2d•$115,000 - $125,000•Onsite

About The Position

The Operations Account Manager serves as the dedicated customer service lead and relationship manager for a single warehousing and fulfillment customer account. The role owns the customer relationship throughout the account lifecycle, from onboarding and order or work order intake through service performance, issue resolution, billing accuracy, and financial reconciliation. The manager partners with Distribution Center leadership, which is responsible for day-to-day warehouse execution. As the primary point of contact for the assigned customer and the customer's advocate within Weber, this role ensures exceptional customer service, contract compliance, and financial accuracy. Reporting to Distribution Center Managers, the Operations Account Manager collaborates with warehouse leadership and teams across Inventory Control, Customer Service, Billing, Sales, Transportation, Safety, and Compliance. The role translates customer requirements into operational direction and helps keep the account on track against service commitments while protecting customer satisfaction and company profitability. The position is primarily based on-site at Weber warehouse facilities, with time in office areas and on the warehouse floor, and periodic visits to customer facilities. Warehouse and site visits require compliance with safety policies, including use of required personal protective equipment.

Requirements

Minimum five years of warehouse, distribution, 3PL, or logistics operations experience, including customer service, account management, or business representative responsibility.
Demonstrated ability to build and maintain strong customer relationships 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 customer 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 communicate effectively with customers, 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, including the ability to manage 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 collaborate across departments and develop productive relationships with customers and operations teams.
Strong analytical abilities, attention to detail, and commitment to operational excellence.
Ability to regularly sit, stand, walk, reach with hands and arms, talk, and hear; occasionally lift or move up to 20 pounds.
Ability to comply with Weber and customer safety policies, including use of required personal protective equipment.

Nice To Haves

Bachelor's degree, or equivalent warehouse or 3PL operations experience.
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.

Responsibilities

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 responsible for 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; follow up on open issues to ensure customer commitments are met.
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 customer operational reviews, report on service levels and KPIs against SLAs, communicate customer requirements, forecasts, and changes to facility leadership, and promote alignment with Weber operating procedures and customer expectations.
Validate that storage, handling, and labor activity is captured accurately and billed in accordance with customer contract rates and approved accessorial charges.
Ensure billable warehousing services, value-added services, and approved accessorial charges are accurately invoiced; monitor account profitability, labor productivity, and space utilization.
Coordinate with Distribution Center leadership, Inventory Control, Billing, Customer Service, Sales, Transportation, Safety, and Compliance to ensure seamless account service delivery.
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; communicate status and corrective actions to the customer.
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 improvements to service, efficiency, financial performance, and customer satisfaction.
Participate in developing and enhancing 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.