E-commerce Fulfillment Customer Success Manager
E-commerce Fulfillment Customer Success Manager
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Job Description
- Job Title: E-commerce Fulfillment Customer Success Manager
- Reports To: Director of Operations
- Classification: Full-Time Hybrid Exempt
- Compensation: $60000-$70000 Health dental and vision insurance Paid time off (PTO) holidays and parental leave 401(k) or retirement savings plan
- Location: Houston TX
- Company Overview
Our company is a customer-focused third-party logistics provider specializing in e-commerce fulfillment for high-growth brands. We help online businesses scale by offering fast reliable and tech-enabled warehousing and shipping solutions tailored to the unique demands of modern commerce. Our mission is simple: to empower our clients to thrive by delivering world-class fulfillment with a human touch. With deep operational expertise transparent communication and a culture of continuous improvement we serve as a true extension of the brands we support.
- Job Summary
As E-commerce Fulfillment Customer Success Manager youll be responsible for managing all of our clients (over 150) ensuring exceptional onboarding operational performance and long-term satisfaction. Youll advocate for your clients internally drive KPIs and help build lasting partnerships that grow our reputation as a trusted fulfillment partner.
- Requirements & Qualifications to Get Job
- 3 years of experience in customer success account management or client servicespreferably in a 3PL logistics or e-commerce environment.
- 1 years of experience in managing customer service teams
- Deep understanding of e-commerce fulfillment workflows technologies and service expectations.
- Proficiency in WMS systems and e-commerce platforms (e.g. Shopify Amazon TikTok Shop).
- Outstanding communication skills which build rapport manage expectations and navigate ambiguity.
- Strong data-driven mindset with experience analyzing KPIs and implementing process improvements.
- Demonstrated ability to manage multiple accounts and projects in a high-volume deadline-driven setting.
- 18 years or older and legally authorized to work in the U.S.
- Able to communicate in English
- High school diploma / GED
- Wear personal protective equipment (PPE) including but not limited to: eye & hearing protection gloves steel-toed boots hard hat and flame-retardant work clothes etc.
- Able to lift up to 25 lbs. & work in varying environmental conditions (heat dust noise vibration humidity).
- Preferences to Get Job
- Hands-on experience with Extensiv and Freshdesk (strongly preferred)
- What you do on Job
- Lead onboarding and integration efforts including WMS setup Application Programming Interface connections and operational alignment.
- Develop and maintain customized SOPs for each client to ensure process clarity and alignment.
- Serve as the daily point of contact for client inquiries updates and escalations.
- Monitor fulfillment KPIs (order accuracy shipping times inventory health returns) and drive continuous improvement efforts.
- Conduct routine client health checks performance reports and strategic business reviews.
- Identify upsell or cross-sell opportunities and collaborate with Sales to expand account value.
- Partner with Operations Tech and Inventory teams to ensure seamless execution and issue resolution.
- Maintain and track support tickets through platforms such as Freshdesk.
- Stay current on e-commerce trends platform updates and fulfillment best practices.
- Follow all company safety policies and procedures.
- Assist other processes as directed by the supervisor.
We are an equal opportunity employer and comply with all applicable federal state and local employment laws including those related to nondiscrimination disability accommodations and workplace safety. Qualified candidates of all backgrounds are encouraged to apply.
For best results please email with a copy of your resume.
Employment Type
Full Time
