Ecom Logistics is a fast-growing, tech-driven logistics company that helps e-commerce businesses deliver faster and smarter. Founded in 2017 in Toronto, we’ve quickly expanded across Canada and continuing to expand with innovation at our core.
Role Overview
We’re looking for an energetic and motivated Junior Account Manager to join our growing team! The Junior Account Manager is the primary relationship owner for Ecom Logistics’ 3PL client portfolio. This role is responsible for maintaining strong, proactive client relationships, ensuring service levels are consistently met and identifying opportunities to grow revenue within the existing client base through upselling and expanding the scope of services.
What You’ll Do
1. Client Relationship Management
> Serve as the primary point of contact for an assigned portfolio of 3PL clients
> Conduct regular scheduled check-ins with clients to review performance, address concerns, and communicate updates
> Build deep knowledge of each client’s business, products, fulfillment needs, and growth plans
> Ensuring operations, WMS are aligned to client expectations
> Manage client escalations with urgency, professionalism, and clear resolution timelines: never leaving an issue unaddressed
> Maintain accurate client records, communication logs, and account notes in the Ecom account management folder
2. Revenue Growth & Upselling
> Take direct ownership of revenue growth within the existing client portfolio implementations post Managers approval - this is a core performance expectation of the role
> Proactively identify upsell opportunities including additional services (kitting, FBA prep, returns management, storage expansion) and present them to clients with clear value propositions
> Track each client’s volume trends, service usage, business growth, use this data to time and tailor upsell conversations.
> Report on progress against customers monthly targets.
> Negotiate rate adjustments, service expansions, and contract renewals in line with company pricing guidelines.
> Document all upsell activity, pipeline opportunities, and closed expansions in the CRM, revenue generated from existing clients is tracked and attributed to this role.
3. Service Performance & Issue Resolution
> Monitor client SLA performance across inbound turnaround, order accuracy, outbound on-time rates, and inventory integrity
> Identify and escalate service failures proactively: never wait for a client to report a problem that you already know exists
> Coordinate with the Warehouse Manager and WMS Manager to investigate and resolve fulfillment or system issues impacting client accounts
> Provide clients with clear, timely, and professional communication on any service disruptions: including rootcause and corrective action
> Conduct quarterly business reviews (QBRs), presenting performance data and identifying service improvement opportunities to Sr. director
> Lead the onboarding process for new clients, coordinating with the WMS Manager, operations team, and billing to ensure a smooth and accurate go-live.
> Set clear expectations with clients on timelines, processes, and communication protocols from day one
> Develop and maintain client-specific SOPs, service guides, and onboarding documentation
> Ensure all client account configurations (WMS setup, billing rules, carrier preferences) are accurate before the first shipment
> Provide the Sr. Director of Fulfilment with a weekly account status update covering client health, open issues, upsell pipeline, and any at-risk accounts
> Prepare and deliver monthly client performance reports with data pulled from the WMS and internal systems
> Communicate all internal changes (rate adjustments, process updates, system changes) to clients clearly and in advance
4. Client Onboarding & Account Setup
> Lead the onboarding process for new clients, coordinating with the WMS Manager, operations team, and billing to ensure a smooth and accurate go-live.
> Set clear expectations with clients on timelines, processes, and communication protocols from day one
> Develop and maintain client-specific SOPs, service guides, and onboarding documentation
> Ensure all client account configurations (WMS setup, billing rules, carrier preferences) are accurate before the first shipment
5. Reporting & Communication
> Provide the Sr. Director of Fulfilment with a weekly account status update covering client health, open issues, upsell pipeline, and any at-risk accounts
> Prepare and deliver monthly client performance reports with data pulled from the WMS and internal systems
> Communicate all internal changes (rate adjustments, process updates, system changes) to clients clearly and in advance
Requirements
Must Have
- 1-3 years of account management, client services, or customer success experience - ideally in logistics, 3PL, or e-commerce
- Demonstrated track record of retaining and growing a client portfolio through proactive relationship management
- Strong commercial instincts: able to identify upsell opportunities and have revenue conversations confidently
- Excellent written and verbal communication skills, professional, clear, and direct in all client-facing interactions
- Highly organized with strong follow-through, nothing falls through the cracks
- Comfortable working with data, able to pull, interpret, and present client performance metrics
- Positive, accountable, and solutions-focused attitude.
Nice to Have
- Experience in a 3PL, freight brokerage, or e-commerce fulfillment environment
- Familiarity with WMS platforms (Logiwa an asset) and fulfillment operations workflows
- Experience with CRM tools (HubSpot, Salesforce, or similar)
- Knowledge of Amazon FBA, Shopify, or multi-channel fulfillment requirements
- Experience conducting QBRs or formal client performance reviews
- Bilingual (English / French) an asset
Why Join Us?
At Ecom Logistics, we’re not just moving packages - we’re moving industry forward.
- A chance to grow your skills and professional network
- Work in a supportive, innovative, and fun environment
- Get real exposure to both client management and sales development.
- Be part of a company that’s driving sustainability and innovation in logistics
- Free perks and employment benefits
Equal Opportunity Employer
Ecom Logistics is proud to be an equal opportunity partner. We’re committed to creating a diverse and inclusive environment where everyone feels respected, valued, and empowered. We welcome applicants from all backgrounds, identities, and experiences.
Pay: $45,000.00-$50,000.00 per year
Benefits:
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care
Work Location: In person
