Warehouse Customer Service Manager
Our client was formed by partners with a collective 40+ years of experience in wholesale distribution. Our goal is to help emerging brands shortcut their logistics process so they can grow and scale more quickly. Many national 3PLs won’t even consider taking on customers that aren’t already shipping 10,000 orders per month, leaving start-ups and smaller companies with a much harder road to compete in the e—commerce space.Warehouse Customer Service Manager
Job Type: Full-time; On-site
Responsibilities:
- Lead and manage the Customer Service team, setting performance goals, conducting training, and ensuring adherence to best practices.
- Serve as the escalation point for complex customer inquiries, service issues, and operational challenges, resolving them quickly and effectively.
- Act as the main liaison between clients and internal departments (Warehouse Operations, Inventory, IT) to ensure seamless communication and service delivery.
- Oversee the onboarding process for new 3PL clients, ensuring smooth integration into the WMS and operations.
- Utilize ShipHero WMS daily to track order statuses, manage client accounts, monitor inventory levels, generate reports, and troubleshoot fulfillment discrepancies.
- Develop and implement customer service policies and procedures to enhance client satisfaction and retention.
- Proactively monitor customer feedback and logistics performance metrics to identify trends and areas for continuous improvement.
Experience:
- 3+ years of experience in a management or supervisory role within Customer Service or Account Management.
- Proven experience working at a Third-Party Logistics (3PL) provider is needed.
- Direct, hands-on experience using a Warehouse Management System (WMS), with a strong preference for ShipHero WMS is needed.
- Strong understanding of core logistics, warehousing, and fulfillment processes (inbound, outbound, inventory control).
- Exceptional communication (written and verbal), interpersonal, and problem-solving skills.
- Proficiency in Microsoft Office Suite (Excel, Word, Outlook).
This position offers a competitive base salary.
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