Account Champion
Portless · Bolingbrook
The Role
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.
Key Responsibilities
1. Strategic Liaison & Risk Mitigation
- 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.
- The Feedback Loop: 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.
- Cultural & Operational Translation: Ensure "unboxing" quality and delivery speed expectations are not just understood, but codified into the local FC’s DNA.
2. Operational Prioritization & Leadership
- Workload Orchestration: Lead the FC floor in prioritizing daily tasks for Tier 1 & 2 Merchants. You hold the "Michelin Star" standard for our most valuable clients.
- Dynamic Resource Allocation: 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.
- SOP & SLA Excellence: 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.
3. Data Storytelling & Queue Discipline
- Systems Mastery (Jira & WMS): Own the Jira service queues with 100% "in-system" discipline. Use these tools to ensure every merchant request is tracked and resolved.
- Data-Driven Diplomacy: Move beyond anecdotal updates. Use throughput data and KPI tracking to prove value to merchants and justify operational changes to leadership.
- Accountability & Mentorship: Lead and upskill junior FC team members in documentation excellence and time management.
4. Global Communication & Synergy
- Human-Centric Communication: Drive a culture of "Proactive Transparency." Move beyond automated notifications to provide thoughtful, human updates that build deep trust with North American Account Managers.
- Cross-Departmental Leadership: Lead initiatives that break down silos between the FC, CS, and Engineering teams to ensure a unified global response to challenges.
Required Qualifications
- 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. You must be able to negotiate in the boardroom and the warehouse breakroom.
- 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.
Values & Ways of Working
- Extreme Ownership: You don't say "that's not my job." You own the package until it’s in the customer's hands.
- Strategic Boldness: You have the confidence to challenge a process if you know there is a faster, better way to serve the merchant.
- Precision as Kindness: You understand that in global logistics, a 1% error rate is a failure. You obsess over the details so the merchant doesn't have to.
Ideal Candidate Profile
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.