Operations Account Manager

Description: The Operations Account Manager serves as the dedicated customer service lead and relationship manager for a single warehousing and fulfillment customer account. This position owns the customer relationship across the full account lifecycle — from onboarding and order or work order intake through service performance, issue resolution, billing accuracy, and financial reconciliation — and partners with Distribution Center leadership, who are responsible for day-to-day warehouse execution. The Operations Account Manager is the primary point of contact for the assigned customer and the customer's advocate within Weber, ensuring exceptional customer service, contract compliance, and financial accuracy. Reporting to the Distribution Center Managers and working collaboratively with warehouse leadership, Inventory Control, Customer Service, Billing, Sales, Transportation, Safety, and Compliance, this role translates customer requirements into clear operational direction and keeps the account on track against its service commitments while protecting customer satisfaction and company profitability. Key Responsibilities Account Management & Operational Partnership 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 who own 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 — and follow up on open issues to ensure customer commitments are met. Customer Relationship Management 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 operational reviews with the customer, report on service levels and KPIs against the customer's SLAs, communicate customer requirements, forecasts, and changes to facility leadership, and promote alignment with Weber operating procedures and customer expectations. Financial Accountability & Revenue Protection Validate that storage, handling, and labor activity is captured accurately and billed in accordance with customer contract rates and approved accessorial charges. Ensure all billable warehousing services, value-added services, and approved accessorial charges are accurately invoiced to eliminate revenue leakage, and monitor account profitability, labor productivity, and space utilization. Cross-Functional Collaboration & Problem Solving Coordinate with Distribution Center leadership, Inventory Control, Billing, Customer Service, Sales, Transportation, Safety, and Compliance to ensure seamless service delivery for the account. 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, and communicate status and corrective actions to the customer. Performance & Continuous Improvement 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 opportunities to improve service, efficiency, financial performance, and customer satisfaction. Participate in the development and enhancement of 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. Requirements: Required Qualifications Minimum five (5) years of warehouse, distribution, 3PL, or logistics operations experience, including customer servi…

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