Warehouse Account Manager at Good Company – Springfield, Missouri
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About This Position
About Good Company
We are a fast growing third-party logistics (3PL) provider focused on delivering high-performance fulfillment for eCommerce brands. We lead with operational excellence, radical accountability, and client-aligned success metrics. We believe in small teams, measurable impact, and building careers from the floor up.
Warehouse Account Manager (WAM) - Customer Service Expert
All Shifts
Shift | FHD, FHN, BHD, BHN | Pay | $19 - $25 per hour depending on experience |
Work style | On the floor (boots-on-the-ground execution owner) | Reports to | Client Operations Manager (COM) |
Primary partners | Client CS Teams, COM, OPs managers, Fulfillment Associates | Last updated | April 2026 |
Role Goal
Deliver flawless day-to-day execution for assigned accounts by catching and fixing order-level issues quickly and ensuring client quality is maintained. The WAM is the operational expert for their clients and is entrusted with being a resource on the floor for all things related to their clients.
Role Overview
• The Warehouse Account Manager is the on-floor subject-matter expert for a set of clients and is accountable for day-to-day operational quality.
• This role ingests client requests, routes them appropriately, and performs hands-on fixes and investigations when issues occur.
• The WAM is a reactive position, demonstrating care and compassion in response to a variety of order-level issues that might arise
Key Responsibilities
Client support and routing
• Handle day-to-day Slack support following the Slack Support Guide and maintain limited, gated communication with clients.
• Ingest client messages, route to the right internal owners when needed, and follow through until closure.
• Attend WAM meetings and stay aligned with priorities and operational changes.
Order-level fixes and investigations
• Own order-level fixes and exceptions; escalate trends or repeated failures to the Client Operations Manager (COM).
• Investigate mis-ships and coordinate reships when required; report findings and corrective actions, and ensure inventory information from client mis-ship submissions is complete.
Client Quality Checklist
• The WAM will work off a standardized checklist to ensure client quality in between checking in on Slack.
Success Metrics (KPIs)
• Time to first response
• Time to resolution of order level issues
• Responsiveness and cooperation to internal issues flagged
• Checklist quality and completion
Qualifications and Behaviors
• Comfort communicating with client teams on Slack and the ability to always act in the best interest of Good Company.
• Strong operational instincts and comfort working on the warehouse floor with frequent Slack and mobile usage.
• Detail-oriented problem solver who can trace errors to root causes and document fixes.
• Able to prioritize quickly under load and escalate appropriately to the COM.
• Clear written communication and strong follow-through.
• Ownership mindset: treats client outcomes as personal responsibility, not someone else's problem.
• Comfort operating within compliance requirements, including hazmat processes.
• Flexibility. Must be able to switch priorities and not drop tasks.
Soft Skills and Behavioral Competencies
This section captures the core soft-skill expectations reflected in the competency areas shown on the source page. It can be edited further as needed.
Competency | Role expectations |
Problem Solving | • Quickly identify order, process, and workflow issues and separate symptoms from root cause. • Use sound judgment to determine what can be resolved directly on the floor versus what should be escalated. • Create practical corrective actions and document learnings so issues are less likely to repeat. |
Written Communication | • Write clear, concise Slack updates, internal handoffs, and client-facing notes. • Document issues, decisions, and SOP changes with enough detail for others to execute accurately. • Communicate professionally and consistently across fast-moving operational situations. |
Informing | • Proactively share risks, blockers, status changes, and next steps with the right stakeholders. • Escalate emerging SLA, queue, or compliance concerns early rather than waiting for failures to surface. • Keep cross-functional partners aligned so work continues smoothly across shifts and teams. |
Customer Focus | • Make decisions with the client experience, operational accuracy, and SLA protection in mind. • Balance urgency with quality so fixes solve the immediate issue without creating new problems. • Demonstrate ownership, follow-through, and service-minded judgment in daily execution. |
Tools and Systems
• Slack (support and internal routing)
• ShipHero (orders, exceptions, bulk and wholesale workflow visibility)
• Notion (SOPs, carrier profiles, and cheat sheets)