Warehouse Key Account Manager (Promotional Products Industry)
3 days ago
San Francisco
Job Description:\n\nWarehouse Key Account Manager (Promotional Products Industry) About the Company: Startup of the Year" –SF Magazine Most Innovative Company Award-Fast Company Bloomberg Business Week-Social Entrepreneur of the Year. Did you ever think you could change the world by working in the promotional products industry? Now you can do it by working with Social Imprints. Our social mission is to provide second chances for those who genuinely need one. Eighty percent of our staff comprises at-risk individuals, including formerly incarcerated people, recovering addicts, individuals on/off public assistance, and the undereducated/employed. Since opening our doors in 2008, Social Imprints has been the go-to provider in the Promotional Products industry for many of the nation’s top brands, including Dropbox, Oracle, Pinterest & Facebook. That’s because we are passionate not only about our swag but also about our community. If you need a second chance or want to work for a company that makes an actual imprint on its community, Social Imprints is the place for you! About the Position: On-Site - (Monday - Friday) Salary and Benefits:Base Salary $30-$35 per hour (depending on experience)Bonus opportunitiesCompetitive benefitsProfit-sharing opportunities About the Role: We’re seeking a Warehouse Key Account Manager with expertise in fulfillment and logistics to independently oversee warehouse operations for our two largest strategic accounts. You’ll serve as the primary point of contact for all order-related activity—from the moment inventory arrives at our dock to final delivery at the customer’s door. This is a fast-paced role managing 6,000–10,000 orders per month, requiring someone tech-savvy, highly detail-oriented, and deadline-driven. This is a high-energy, hands-on position where you’ll spend approximately 95% of your time on the warehouse floor—physically inspecting products, troubleshooting alongside the team, and stepping in as needed to ensure our largest clients receive exceptional service. Duties and Responsibilities: Warehouse Operations & Key Account Management:Independently own end-to-end warehouse operations for two strategic key accounts.Independently oversee fulfillment, inventory, and shipping for 6,000–10,000 orders per month.Serve as the primary point of contact for Account Managers, providing clear, timely answers on order status, shipments, and inventory levels for their e-commerce stores. Kitting, Packing, and Fulfillment: Independently partner with the Account Managers to develop project timelines, fulfillment schedules, and pricing for inclusion in Statements of Work (SOWs); create detailed job-costing sheets with gross profit (GP) projections for each project.Obtain Account Manager approval on initial kitting or packaging items before proceeding with full job completion.Independently supervise and actively participate with warehouse staff to ensure kitting and fulfillment projects meet client expectations and are completed accurately and on schedule.Identify, source, and order all required warehouse materials and supplies for each kitting and fulfillment project.Provide daily project status updates to Account Managers and proactively flag potential risks or delays.Deliver final job-costing and performance reports for each completed kitting and packaging project. Quality Assurance & Inventory Integrity:Inbound Inspection: Independently conduct comprehensive quality control audits on all inbound inventory for two key strategic accounts, ensuring 100% alignment with purchase orders and specifications.Brand /Quality Consistency: Verify technical requirements - including style, brand, color-matching, and decoration accuracy (placement and execution) - to uphold client brand standards.Operational Timelines: Manage receiving and quality control workflows to ensure all materials are inspected, documented, and shelved in alignment with production schedules.Discrepancy Reporting: Document and report all quality control failures, providing detailed analysis of rejection reasons to maintain accurate, data-driven quality logs; complete month-end quality control billing for finished projects.Cross-Functional Resolution: Independently partner closely with the Account Management team to coordinate logistics and develop timely solutions for inventory that does not meet quality benchmarks. Webstore and Non-Webstore Order Fulfillment:SLA Management: Independently ensure all high-priority client orders are picked, packed, and shipped within a three-day (3-day) window from the order placement; step in to support picking and packing as needed to meet SLAs. Exception Reporting: Generate and distribute daily reports identifying webstore orders that exceed a five-day (5-day) fulfillment threshold to drive immediate resolution.Proactive Communication: Initiate formal tasks and notifications for Account Managers regarding order delays caused by inventory shortages, ensuring client expectations are managed in real time.Deadline Accountability: Ensure all time-sensitive orders are delivered by client-specified due dates through diligent order tracking and carrier coordination.Strategic Alignment: Partner with Account Managers to review and obtain formal sign-off on all pre-order fulfillment strategies and SOWs prior to execution. Work Order & Task Management:Production Deadlines: Independently drive the timely completion of all assigned work orders, ensuring full adherence to established due dates.Financial Accuracy: Review, audit, and verify costs, revenue, and shipping expenses for all assigned work orders to ensure financial accuracy and margin integrity.Accountability: Independently own and execute all associated administrative and operational tasks, ensuring they are completed accurately and within required timelines. Logistics & Carrier Management:Carrier Responsibilities: Independently monitor and respond to all domestic and international carrier inquiries within a 24-hour SLA, resolving issues such as missing contact information, address discrepancies, or delivery exceptions.Documentation & Compliance: Independently ensure all shipments—especially international—include complete and accurate documentation, including phone numbers, email addresses, and fully executed commercial invoices.Proactive Tracking: Actively track international shipments from departure through final delivery, ensuring smooth customs clearance and on-time arrival.Key Account Support: Prioritize and expedite courier requests for top-tier clients, including gathering and submitting Tax IDs, updated contact details, and any specialized shipping requirements. Logistics & Freight Coordination:Strategic Estimating: Independently provide accurate domestic and international shipping and freight estimates to support Account Management in client quoting and budget planning.Freight Management: Manage end-to-end scheduling and coordination of inbound and outbound freight shipments, ensuring carrier selection balances cost efficiency and delivery timelines.Reverse Logistics: Coordinate and oversee freight logistics for client returns, ensuring timely transit, accurate documentation, and proper receipt of inbound goods. Returns Management: Standard Returns Management: Independently process store returns back into active inventory within five (5) business days of receipt.Unscheduled Returns: Identify and restock undocumented or unscheduled returns within a four (4) day window.High-Priority Event Logistics: Execute rapid turnaround for event-based returns, ensuring all items are audited and returned to inventory within two (2) business days.Performance Reporting: Prepare and deliver monthly reports detailing return volumes, trends, and restocking performance metrics to leadership. Inventory Control: Cycle Counting & Audits: Independently conduct regular physical inventory counts and shelf audits for high-volume accounts to ensure 100% accuracy between physical stock and the Warehouse Management System (NetSuite WMS).Stock Reconciliation: Identify, investigate, and resolve inventory discrepancies promptly, documenting root causes to prevent future shrinkage or allocation errors.Replenishment & Par Levels: Monitor stock levels for key e-commerce stores and event kits, proactively notifying Account Managers when inventory reaches reorder points to prevent out-of-stock situations.Inbound Accuracy: Oversee the receiving process to ensure all incoming goods are accurately counted, labeled, and stored in the correct locations according to the warehouse layout.Event Kit Maintenance: Manage specialized inventory for "Ongoing Events," ensuring kits are replenished and verified for completeness immediately after return processing.Space Optimization: Maintain an organized and efficient warehouse footprint for assigned accounts, ensuring high-velocity items are staged for optimal picking speed. NetSuite WMS and Inventory Proficiency:Mobile RF Scanning: Use NetSuite’s mobile UI on handheld devices for real-time receiving, put-away, and picking to ensure 100% data accuracy.Inbound Logistics & Receiving: Process Purchase Orders (POs) with lot/serial number tracking and bin-managed receiving.Wave & Batch Fulfillment: Independently create and manage waves to group orders for two high-volume stores (6,000–10,000 orders/month), using batch or zone picking strategies for maximum efficiency.Bin & Location Management: Apply bin sequences and put-away rules to optimize warehouse space and improve picking paths.Cycle Counting (Smart Count): Execute systematic cycle counts using the mobile app without halting transactions, including resolving count vs. on-hand discrepancies.Reverse Logistics (RMA Processing): Manage Return Merchandise Authorizations (RMAs) within NetSuite—inspect, grade, and restock items to "Available" status according to the 2-, 4-, and 5-day deadlines.Dashboard & KPI Reporting: Build and interpret NetSuite saved searches and dashboards to monitor on-time shipping (SLA) and fulfillment accuracy. Reporting and KPI Responsibility:Daily Aging Report: List all open orders, with priority flags for orders approaching the 3-day shipping deadline.Missed SLA Report: Provide a daily end-of-day report identifying any orders that reach the 5-day mark without shipping, including a “reason code" (e.g., inventory shortage, address error, or carrier delay).On-Time Delivery (OTD) %: Deliver a monthly summary showing the percentage of orders delivered by the client’s requested due date.Inventory Accuracy Rate: Produce a weekly report based on cycle counts that compares physical stock vs. NetSuite on-hand quantities.QC Rejection Log: Create a monthly report detailing the percentage of inbound goods that failed inspection, categorized by vendor and rejection reasons (e.g., wrong decoration color or garment damage).Shrinkage/Loss Report: Track and report inventory loss or damage within the warehouse, including root-cause documentation.Freight Spend vs. Estimates: Provide a monthly comparison of freight estimates submitted to Account Managers versus actual final shipping costs.Courier Exception Report: Maintain a log of international shipments held in customs or returned to sender, including current status and resolution updates.Restock Turnaround Time: Report on return processing performance, confirming event returns are restocked within 2 business days and standard returns within 5 business days.Return Reason Analysis: Categorize and report return reasons to help Account Managers advise clients on product selection and reduce future returns. About You:Experience: Minimum 5 years of warehouse or 3PL experience with hands-on responsibility in shipping and receiving, pick and pack, returns/exchanges, quality control, and inventory management. Proven experience managing a procurement program supporting at least five (5) concurrent e-commerce stores.A large fulfillment center or 3PL background is a strong plus.Core Competencies: Demonstrated expertise in shipping and receiving processes, returns management, quality control, inventory systems, and e-commerce store operations.Proven ability to manage KPIs, SLAs, and continuous improvement initiatives.Strong working knowledge of international and freight shipping processes, including issue resolution and strategic planning.Ownership and Accountability:Takes initiative and ownership of all warehouse-related tasks, projects, and e-commerce/webstore orders from start to finish, with a strong commitment to accuracy and follow-through.Technical Skills: NetSuite or Other Enterprise WMS (Required): Advanced proficiency in NetSuite Warehouse Management System, including mobile RF scanning, bin management, and processing Purchase Orders (POs) and RMAs.ShipStation (Required): Expert-level knowledge of ShipStation for high-volume label generation, carrier rate shopping, and international shipping documentation.Shopify (Preferred): Familiarity with Shopify’s backend for monitoring webstore orders, inventory syncing, and order status updates.Google Workspace and Microsoft Office: High proficiency in Google Sheets (data analysis/reporting), Docs, and Gmail for professional internal and external communication, as well as the Microsoft Office Suite (Excel, Word, and PowerPoint).Work Style: Highly organized and efficient in fast-paced, start-up environments.Comfortable working independently and collaboratively, with a positive, team-oriented attitude - especially with partnering with the Account Manager and cross-functional departments.Problem Solving: Proactive in identifying issues and delivering practical solutions.Demonstrates deep understanding of warehouse workflows and contributes actionable ideas to improve processes.Project Management and Communication: Skilled at managing multiple projects with strong attention to detail and a commitment to quality.Communicates clearly and effectively across departments and with external stakeholders when needed.Time Management and Adaptability: Excellent at prioritizing tasks and meeting deadlines.Able to navigate shifting client needs and work effectively with a variety of personalities and working styles. Social Imprints is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin. Qualified applicants who are formerly incarcerated, recovering addicts, long-term unemployed, veterans, underrepresented minorities, and underemployed (Based on education and experience) are strongly encouraged to apply. Job Type: Full-time Benefits:401(k)401(k) matchingDental insuranceEmployee assistance programEmployee discountHealth insuranceHealth savings accountLife insurancePaid time offReferral programVision insuranceEmployee incentive program (profit share, incentive units, voting rights) Schedule:8-hour shift (overtime if necessary)Monday to Friday People with a criminal recor