Who We Are

In the vast ~$200 billion forwarding industry the home goods sector accounts for a significant

~$25 billion. We created CastleGate Forwarding (CGF), a digital freight forwarder to use its

capabilities and scale to (I) provide Wayfair Partners with cost-efficient, simple, and reliable

logistics solutions, (II) support reduced cost & increased speed for our fulfillment business, (III)

to deliver stand-alone profit. Altogether supporting our mantra of cost-efficient perfect orders at

scale.

This role is a supplier’s facing role and owns the supplier’s relationship with CastleGate Forwarding. 

What You’ll Do

As a key account manager, you will be primarily responsible for:

• Establish, build, and maintain relationships with key suppliers/customers using CGF services
• Manage the performance and growth of a set portfolio of suppliers at a vertical and category level
• Develop and leverage 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 CGF
• 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 cross functional teams for internal process improvements based on supplier feedback and bottlenecks
• Facilitate resolution of supplier questions and issues. Also be the owner for customer escalations.
• Identify and drive opportunities for service enhancements to further strengthen our value proposition
• Support operational strategy and innovation to drive business goals for revenue, operational performance, and profitability.
• Manage multiple priorities in a face-paced environment with effective communication and thorough follow through.

What You’ll Need

• Bachelor’s degree required  and a minimum of 5 years in transportation customer service, account management and/or customer success, operations, logistics or a supply chain environment. 
• Significant experience in key account management ideally in the logistics/transportation industry with a strong operational background
• 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
• 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 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, genetic information, or any other legally protected characteristic.

Your personal data is processed in accordance with our Candidate Privacy Notice (https://www.wayfair.com/careers/privacy). If you have any questions or wish to exercise your rights under applicable privacy and data protection laws, please contact us at dataprotectionofficer@wayfair.com.