Account Champion

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

• 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
• 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
• 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
• 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.