Scope of Position

The Account Manager / Depot Specialist is a hybrid role combining client relationship management with operational support in device logistics. This position is responsible for serving as the primary point of contact for an assigned client account while ensuring smooth execution of depot functions such as staging, kitting, shipping, and device returns. The ideal candidate is customer-focused, detail-oriented, and capable of balancing strategic account management with hands-on operational duties.

Responsibilities

• Act as the main liaison for assigned accounts, providing responsive and proactive communication.
• Build and maintain strong, long-term client relationships that drive satisfaction and retention.
• Track and manage client activities, service requests, and device orders from initiation through completion.
• Troubleshoot and resolve client issues, escalating as necessary, and ensure timely resolution.
• Execute depot functions including device staging, kitting, labeling, shipping, and returns processing.
• Prepare devices for redeployment and maintain accurate inventory records.
• Ensure compliance with Proof of Delivery (POD) requirements and documentation standards.
• Collaborate with internal teams to meet service deadlines, ensure quality standards, and support continuous improvement.

Required Qualifications

• 2+ years of experience in customer service, account management, or related role (B2B or technical services preferred).
• Demonstrated success in managing client relationships and delivering high levels of customer satisfaction.
• Strong communication, interpersonal, and organizational skills.
• High attention to detail with the ability to manage multiple priorities effectively.
• Proficiency in Microsoft Office Suite.
• Ability and willingness to learn and adapt to internal systems, tools, and processes.

Preferred Qualifications

• Experience in telecommunications, wireless services, or technology support.
• Knowledge of mobile device lifecycle management and logistics.
• Familiarity with carrier programs, upgrade policies, and mobile hardware.
• Ability to interpret service, account, or inventory data and generate actionable insights.

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