Job Summary
3PL Customer Success Manager – Operations Focus
Location: Mt Pleasant, TN 38474
Employment Type: Full-Time
Reports to: Warehouse Director
About the Role
We are seeking an operations-first Customer Success Manager to own day-to-day execution for a portfolio of fulfillment clients. This role sits at the intersection of warehouse operations, inventory control, and client communication. Success in this position is measured by SLA performance, issue resolution speed, and operational stability, not sales quotas.
This is not a call-center or sales role. It is a hands-on, detail-driven operational leadership position.
Key Responsibilities
Client & Account Ownership
- Serve as the primary operational contact for assigned 3PL clients
- Lead weekly/monthly operational check-ins and QBRs
- Manage expectations around SLAs, cutoffs, capacity, and scope
- Proactively identify risks before they become escalations
Fulfillment & Inventory Operations
- Oversee inbound receiving performance (ASNs, appointments, discrepancies)
- Monitor inventory accuracy, cycle counts, audits, and reconciliations
- Support outbound operations including batching, kitting, and shipping cutoffs
- Coordinate returns processing and disposition workflows
KPI, SLA & Issue Management
- Track and report on core fulfillment KPIs:
- On-time ship %, order cycle time
- Receiving turnaround
- Inventory accuracy
- Pick/pack error rate
- Backorders, damages, and claims
- Lead root-cause analysis (RCA) and corrective/preventative action plans (CAPA)
- Own issue resolution from identification through closure
Internal Coordination & Escalations
- Act as the bridge between clients and internal teams:
- Warehouse operations
- Inventory control
- IT / WMS support
- Billing & finance
- Lead escalations calmly and decisively, especially during peak periods
- Document issues, outcomes, and process improvements
Process & SOP Discipline
- Enforce customer compliance with packaging, labeling, ASN, and inbound rules
- Contribute to SOP creation and continuous improvement initiatives
- Support new client onboarding and operational launches
Required Skills & Experience
- 3+ years in 3PL, fulfillment, warehouse operations, or supply chain
- Strong understanding of inbound, inventory, outbound, and returns workflows
- Experience working in or alongside an ERP and WMS (ShipHero Experience is a HUGE PLUS)
- Advanced Excel / Google Sheets skills (pivots, lookups, reconciliations)
- Ability to analyze operational data and explain it clearly to customers
- Proven experience handling escalations and operational issues
- Excellent written and verbal communication skills
Strongly Preferred
- Previous warehouse operations or inventory control leadership
- E-commerce fulfillment experience (Shopify, Amazon, DTC brands)
- Carrier and shipping knowledge (UPS, FedEx, USPS)
- Experience supporting peak season or high-volume operations
What Success Looks Like
- Clients receive proactive communication, not surprises
- SLAs are consistently met or exceeded
- Inventory discrepancies are reduced and resolved quickly
- Issues are documented, corrected, and prevented from recurring
- Operations teams trust this role in managing customers effectively
Compensation
Base Salary:
$65,000 - $72,000 depending on experience
Bonus:
- Modest performance bonus tied to SLA achievement and client health
Benefits:
- Health/Dental insurance
- PTO / holidays
- Growth path into Senior CSM
Pay: $65,000.00 - $72,000.00 per year
Benefits:
- Dental insurance
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Application Question(s):
- Do you have experience using ShipHero, ShipStation, or any other 3PL/WMS software? If so, please list the software you have used and briefly describe your level of experience with each.
- A customer contacts you because their orders are missing the shipping cutoff, inventory is showing discrepancies, and they are concerned about a potential SLA violation. What steps would you take to investigate the issue, communicate with the customer, and prevent it from happening again?
- How many years of experience do you have working in 3PL, fulfillment, warehouse operations, or supply chain, and what areas have you been directly responsible for (inbound, inventory, outbound, returns, or all of these)?
- Tell us about a time you used WMS/ERP data or Excel to identify an operational problem. How did you analyze the information, and how did you explain your findings and recommended solution to others?
Experience:
- 3PL, Fulfillment, Warehouse Operations, or Supply Chain: 3 years (Required)
Ability to Commute:
- Mount Pleasant, TN 38474 (Required)
Work Location: In person
