Customer Success Manager

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.

Mt Pleasant, TN

$65,000-72,000 pay range

Day shift

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 a WMS
• 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