Provide prompt, professional support to assigned client accounts via phone, email, and chat.
Troubleshoot service issues including missed pickups, delayed deliveries, claims, and lost-package investigations.
Educate clients on order placement, tracking, and packaging guidelines.
Support onboarding and training of new client contacts.
Monitor active shipments and identify potential issues.
Coordinate box and supply fulfillment.
Maintain detailed client interaction and resolution records using internal systems such as CRM and Zendesk.
Collaborate with Operations, Claims, and Logistics to resolve issues and improve service.
Track and analyze client usage trends to identify opportunities for increased engagement and service adoption.
Promote efficient service usage and strengthen client relationships through proactive communication and dependable support.
Responsibilities
Serve as the primary point of contact for assigned client accounts.
Resolve client service issues and investigate lost packages.
Onboard and train new client contacts.
Monitor active shipments and address potential issues before they escalate.
Coordinate fulfillment of boxes and supplies.
Record client interactions and resolutions in internal systems.
Coordinate with Operations, Claims, and Logistics on issue resolution and service enhancements.
Analyze client usage trends and promote service adoption and efficient use of tools and features.
Maintain client relationships through consistent communication and service support.
About Ship Sticks
Ship Sticks is a simple solution for shipping golf clubs for travelers who want to take on courses around the world without the hassle of lugging their clubs through the airport.
Founded in 2011, Ship Sticks aims to grow the game by opening up the golf travel experience in a cost-effective, easy-to-use way. The company’s partnerships with major delivery carriers including UPS, FedEx and DHL, as well as premier golf resorts, keep costs down while sending golf clubs quickly and safely. Once a traveler schedules a shipment online, Ship Sticks picks up the golf clubs, provides complimentary insurance, and guarantees on-time delivery at hotels and golf destinations worldwide.
Headquartered in Palm Beach Gardens, Florida, Ship Sticks operates seven days a week providing customer service. The company has direct partnerships with thousands of courses worldwide, including 80 percent of Golfweek’s Top 400 Golf Courses, Country Clubs, and Resorts. Profiled in Forbes, Golf Digest, CNBC and more.
Position Overview
Account Managers serve as the frontline support for our valued B2B clients, ensuring a seamless
experience across all aspects of their interaction with Ship Sticks. This role is responsible for
managing daily service needs, including pickup and delivery issues, claims, lost package
investigations, and box or supply fulfillment. Account Managers work closely with clients to
understand their unique requirements, provide timely assistance, and resolve any issues with
care and urgency. In addition to support, they help strengthen client relationships by promoting
best practices and encouraging more efficient use of our services.
Roles & Responsibilities
Client Support
Serve as the primary point of contact for assigned client accounts, providing prompt and
professional support via phone, email, and chat.
Troubleshoot and resolve service issues including missed pickups, delayed deliveries,
claims, and lost package investigations.
Educate clients on best practices for using Ship Sticks, including order placement,
tracking, and packaging guidelines.
Support onboarding and training of new client contacts to ensure a smooth start and consistent experience.
Operational Execution
Monitor active shipments to proactively identify and address potential issues before
they escalate.
Coordinate box and supply fulfillment to ensure clients receive the materials they need
in a timely manner.
Maintain detailed records of client interactions and resolutions using internal systems
(e.g., CRM, Zendesk).
Collaborate with internal departments (e.g., Operations, Claims, Logistics) to align on
timely issue resolution and service enhancements.
Relationship Management & Growth
Track and analyze client usage trends to identify opportunities for increased engagement
and service adoption.
Promote efficient service usage, encouraging clients to streamline their shipping process
with our tools and features.
Strengthen client relationships through consistent, proactive communication and