Description:
The Customer Success Coordinator supports the daily execution of customer operations by monitoring performance, managing workflows, and ensuring accurate, timely communication. This role serves as a critical link between customers and warehouse operations, ensuring orders, inventory, and issues are tracked and resolved efficiently while maintaining high service standards.
Daily Operations Monitoring (Control Tower)
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Track inbound, inventory, and outbound activity
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Monitor order flow and ensure SLA compliance
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Identify and escalate operational issues including delays, shortages, mis-picks, and inventory discrepancies
Inventory & Order Management
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Monitor inventory levels and maintain accuracy
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Track inbound receipts and outbound fulfillment
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Validate system data within WMS and investigate discrepancies
Customer Communication
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Provide timely updates on order status, inventory levels, and shipment activity
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Respond to customer inquiries in a professional and timely manner
Issue Tracking & Resolution
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Log, track, and manage customer issues and exceptions
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Coordinate with operations teams to resolve issues
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Ensure follow-through until resolution and document outcomes
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Escalate issues when necessary
KPI Tracking & Reporting
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Maintain performance dashboards including:
- Order accuracy
- On-time shipping
- Inventory accuracy
- Issue tracking and resolution timelines
- Prepare reporting data for customer reviews led by Customer Success Managers
Warehouse Coordination
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Communicate operational priorities such as rush orders and special handling requirements
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Ensure adherence to established SOPs
Billing & Administrative Support
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Assist with validating customer charges (storage, handling, materials, and accessorial)
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Help resolve billing discrepancies
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Maintain accurate customer account documentation
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Warehouse and/or office environment (based on company operations)
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Schedule may vary based on operational needs
Requirements:
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1–3 years of experience in customer support, logistics, or warehouse operations
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Familiarity with Warehouse Management Systems (WMS) and inventory/order workflows
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Strong attention to detail and organizational skills
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Ability to multitask in a fast-paced environment
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Excellent communication and problem-solving skills
