Account Manager - International Supply Chain
International Supply Chain (ISC) is a digital freight forwarding organization within Wayfair's broader CastleGate Logistics network. We offer a full suite of shipping services (Asia consolidation, ocean freight, drayage, customs brokerage, cargo insurance, etc.) that aims to provide Wayfair suppliers with competitive and convenient logistics solutions. As part of the ISC, you will play a key role in growing and executing on our strategic business lines. This is a highly visible and exciting role and one that will offer the right candidate an opportunity to lead a core part of our strategic vision. As you pursue strong relationships with ISC suppliers, success will be demonstrated by increasing supplier satisfaction and growing the percentage of volume shipped by CastleGate Logistics for each supplier.
What You'll Do
- Establish, build, and maintain relationships with key suppliers using ISC services
- Develop and use Account Management tools such as scorecards, dashboards, KPI reports to encourage continued improvement and strengthen partnership
- Support the growth of the Account Management team within ISC
- Own the supplier experience and drive improvements to NPS (i.e. supplier satisfaction) across the supplier portfolio through strong operational partnerships
- Define, track, and improve drivers of volume growth for each supplier account
- Identify opportunities and collaborate with various teams for internal process improvements based on supplier feedback
- Facilitate resolution of supplier questions and issues
- Partner closely with other supplier-facing teams to share insights and feedback
- Identify and drive opportunities for service enhancements to further strengthen our value proposition
What You'll Need
- Excellent written and verbal communication skills – confident, concise, and ability to influence internal/external partners as well as leadership
- Experience in building customer relationships and addressing negative feedback head-on
- Desire to help build a team as the need grows for additional account managers
- Collaborative self-starter who is able to work in a fast-paced environment with a certain level of ambiguity
- Analytical, creative, and innovative approach to solving problems
- Ability to lead through influence and work effectively with people in a cross-functional environment
- High degree of comfort using Excel and Powerpoint to work with data and communicate ideas
- Familiarity with the transportation and logistics industry highly preferred
About Wayfair Inc.
Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston or Berlin, or in our warehouses or offices throughout the world, we’re reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you’re looking for rapid growth, constant learning, and dynamic challenges, then you’ll find that amazing career opportunities are knocking.
No matter who you are, Wayfair is a place you can call home. We’re a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair – and world – for all. Every voice, every perspective matters. That’s why we’re proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information.