Customer Service Manager
Job Description
Job Description
Benefits:
- Health insurance
- Paid time off
Position Summary: Oversee customer service operations within the warehouse and 3PL environment, ensuring accurate order fulfillment, inventory management, and timely communication with clients, carriers, and internal teams. Key Responsibilities
Customer Service & Operations
- Manage Carrier and Fulfillment Inquiry Sheets (Google Sheets/Excel).
- Monitor order status and workflow through ShipHero.
- Process inventory adjustments, SKU updates, and fulfillment discrepancy resolutions.
- Manage client communication through Slack and email.
- Coordinate with carriers regarding shipment status, delivery issues, and claims.
- Monitor out-of-stock (OOS) items and communicate inventory concerns to clients.
- Generate and distribute fulfillment and carrier performance reports.
Team Leadership
- Supervise Customer Service team members.
- Provide coaching, support, and performance accountability.
- Ensure service standards and response times are maintained.
Client Relations
- Serve as the primary contact for client customer service teams.
- Communicate operational updates, issues, and process changes.
- Align client expectations with warehouse operations.
- Provide monthly fulfillment and carrier KPI reports.
- Oversee return label creation and distribution.
- Ensure accurate and timely processing of returns.
Training & Process Improvement
- Train and onboard new team members.
- Develop, document, and maintain SOPs.
- Identify and implement process improvements to increase efficiency and reduce errors.
Qualifications
- 1+ year of customer service, logistics, warehouse, or 3PL experience preferred.
- Strong organizational and problem-solving skills.
- Excellent written and verbal communication.
- Ability to prioritize tasks in a fast-paced environment.
- Experience with ShipHero, Slack, Google Sheets, and Excel preferred.
- Familiarity with Parcel Perform preferred.
Core Competencies
- Attention to Detail
- Professional Communication
- Critical Thinking
- Time Management
- Organization
- Problem Solving
- Customer Focus
- Adaptability
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