Customer Success Coordinator- Warehousing/ 3PL

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.

Key Responsibilities

Daily Operations Monitoring (Control Tower)

• Track inbound, inventory, and outbound activity
• Monitor order flow and ensure SLA compliance
• Identify and escalate operational issues including delays, shortages, mis-picks, and inventory discrepancies
  
  

Inventory & Order Management

• Monitor inventory levels and maintain accuracy
• Track inbound receipts and outbound fulfillment
• Validate system data within WMS and investigate discrepancies
  
  

Customer Communication

• Provide timely updates on order status, inventory levels, and shipment activity
• Respond to customer inquiries in a professional and timely manner
  
  

Issue Tracking & Resolution

• Log, track, and manage customer issues and exceptions
• Coordinate with operations teams to resolve issues
• Ensure follow-through until resolution and document outcomes
• Escalate issues when necessary
  
  

KPI Tracking & Reporting

• 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

• Communicate operational priorities such as rush orders and special handling requirements
• Ensure adherence to established SOPs
  
  

Billing & Administrative Support

• Assist with validating customer charges (storage, handling, materials, and accessorial)
• Help resolve billing discrepancies
• Maintain accurate customer account documentation
  
  

Work Environment & Schedule

• Warehouse and/or office environment (based on company operations)
• Schedule may vary based on operational needs
  
  

Requirements

• 1–3 years of experience in customer support, logistics, or warehouse operations
• Familiarity with Warehouse Management Systems (WMS) and inventory/order workflows
• Strong attention to detail and organizational skills
• Ability to multitask in a fast-paced environment
• Excellent communication and problem-solving skills