Account Manager

Fulfillio is an award-winning Australian third-party logistics (3PL) provider supporting retail and eCommerce brands across the country. With over 15 years of experience, we operate more than 46,000 sqm of warehouse space, 85,000+ pallet positions, and a growing network of five distribution centres across Melbourne, Sydney, Brisbane, and Perth, powered by a team of 200+ professionals.

We pride ourselves on industry-leading performance, achieving 99.95% order accuracy and delivering over 65,000 orders each month. Our in-house technology is purpose-built to meet client needs, enabling smarter and more efficient operations without relying on off-the-shelf systems.

Fulfillio has been recognised with multiple industry awards, including Best Supply Chain Management, Workplace Health & Safety, and Best Technology Adopter.

Our mission is simple: Fulfilment, smarter, greener, and simpler.

We are a young, dynamic, and family-oriented organisation that values teamwork, growth, and creating a positive workplace culture.

Role Description

The Customer Service Account Manager role is a full-time, on-site position based in Altona, VIC. As the primary point of contact for a portfolio of customers, you will be responsible for building strong relationships, delivering exceptional service, and ensuring our clients receive a seamless fulfilment experience.

Your day-to-day responsibilities will include responding to customer phone calls and emails, coordinating with warehouse, transport, finance, and project teams, monitoring service performance, and ensuring customer requirements and service level agreements (SLAs) are consistently achieved.

You will lead regular meetings with both customers and internal stakeholders, provide operational updates, identify opportunities for improvement, investigate and resolve customer issues, and work proactively to prevent recurring problems. You will also analyse customer performance, prepare reports, and collaborate with internal departments to continuously improve operational efficiency and customer satisfaction.

This is a fast-paced role that requires excellent communication skills, strong commercial awareness, and the ability to manage multiple customers and priorities while maintaining a high level of professionalism.

Qualifications

• This is a full-time position, and applicants must have a valid Australian working visa. Australian Permanent Residents and Citizens are preferred.
• Previous experience in the 3PL, warehousing, logistics, transport, or supply chain industry is essential.
• Previous experience in customer service, account management, client relationship management, or operations coordination.
• Excellent written and verbal communication skills with the ability to build strong relationships with customers and internal teams.
• Strong organisational and time management skills with the ability to manage multiple accounts and competing priorities.
• High attention to detail and the ability to investigate issues, identify root causes, and coordinate timely resolutions.
• Strong problem-solving skills with a proactive approach to continuous improvement.
• Good commercial understanding with the ability to balance customer expectations and operational requirements.
• Confident using Microsoft Office applications, particularly Outlook and Excel, along with warehouse management systems (WMS), ERP systems, or CRM platforms.
• Experience preparing reports, leading customer meetings, and managing customer KPIs and SLAs is highly regarded.
• A positive, professional, and customer-first attitude with the ability to thrive in a fast-paced team environment.

If you're looking to join a fast-growing company with a strong culture, clear career pathways, and a commitment to doing things better, we'd love to hear from you. Join Fulfillio and be part of a team that's redefining fulfilment in Australia.

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