3PL Performance Account Manager

We are looking for a highly driven and detail-oriented 3PL Performance Account Manager to oversee and optimize the performance of our Third-Party Logistics (3PL) partners. This role plays a critical part in ensuring operational excellence, strong vendor relationships, and seamless logistics execution that supports our e-commerce business goals.

Key Responsibilities:

Build strong relationships to understand merchants business needs and shipping expectations.

Educate merchants on platform usage, courier policies, and best practices to ensure smooth operations.

Issue Resolution & Coordination

Receive and track merchant complaints or issues (e.g., delays, lost shipments, pickup failures).

Coordinate with courier partners to investigate and resolve problems promptly.

Follow up with both couriers and merchants to ensure closure and satisfaction.

Proactive Monitoring

Monitor daily pickup and delivery performance using internal dashboards.

Identify potential service failures (e.g., missed pickups, RTO spikes) before they escalate.

Alert couriers and merchants to proactively manage expectations.

Escalation Handling

Escalate unresolved or sensitive issues internally to relevant teams (e.g., operations, tech) or externally to courier account managers.

Ensure SLAs are met for response and resolution times.

Reporting and Feedback Loop

Track issue types and resolution times to identify recurring problems.

Share courier performance data and merchant feedback with internal teams for service improvement.

Suggest courier changes or optimizations based on merchant needs and service performance.

Process Improvement

Collaborate with the operations and product teams to improve tools, processes, and support resources.

Contribute knowledge base or FAQs to reduce repeated queries.

Training & Onboarding Support

Assist with onboarding new merchants, explaining courier selection, shipping guidelines, and return processes.

Support training for junior team members or newly onboarded couriers on communication protocols.

Qualifications:

• Bachelor's degree in Logistics, Business Administration, or related field
• 3+ years of experience in logistics, 3PL management (preferably in e-commerce )
• Strong analytical and problem-solving skills
• Solid understanding of logistics processes, and last-mile delivery
• Proficiency in Excel, courier systems, and reporting tools
• Ability to work in a fast-paced, data-driven environment.