Fulfillment Operations Client Liaison

Job Description

Job Description

Join us at the intersection of service and operations

Our clients rely on us to make fulfillment feel simple. As the Fulfillment Operations Client Liaison, you are the connective tissue between customer expectations and the warehouse, inventory, and transportation teams who bring those promises to life. You’ll help build consistent, reliable outcomes by communicating clearly, solving problems fast, and keeping data accurate across our systems.

Your impact

• Own day-to-day communication for assigned client accounts in a 3PL environment.
• Provide timely responses to questions on orders, inventory availability, shipments, and service tickets.
• Coordinate with warehouse, inventory control, and shipping to resolve discrepancies and service issues.
• Proactively monitor order flow, identify risks, and set expectations with clients when timelines shift.
• Ensure clean, accurate entries in ERP, WMS, and CRM systems for all account activity.
• Support new-client onboarding by gathering key requirements, documenting processes, and assisting with implementation tasks.
• Measure and report service KPIs including order accuracy, response speed, and resolution outcomes.
• Investigate and document complaints, shortages, damage, and carrier/shipping errors; drive closure to resolution.
• Keep organized records of communications, SLAs/service agreements, and procedures.
• Attend client check-ins, business reviews, and service meetings to align on goals and performance.
• Champion continuous improvement to elevate the customer experience and operational efficiency.

What you bring

• Education: High school diploma or equivalent required; associate or bachelor’s degree preferred (business, logistics, or related).
• Experience: 3PL experience required. Prefer 2+ years in customer service, logistics coordination, account support, or similar; warehouse/distribution background strongly preferred.
• Skills: Strong verbal and written communication; meticulous organization and attention to detail; ability to juggle multiple priorities in a fast-paced setting; customer-first, analytical problem solver; Microsoft Office proficiency (Excel, Outlook, Word); experience with Extensiv or other WMS platforms is a strong plus; collaborates effectively and also works independently.

Where you’ll work

• Office workspace situated in or adjacent to an active warehouse.
• Frequent contact with customers, warehouse teams, drivers, and operations.
• Warehouse environment may have moderate to high noise levels.

Physical requirements

• Ability to remain seated at a computer for extended periods.
• Capable of walking the warehouse floor to review orders or inventory when needed.
• Occasional lifting up to 50 lbs for verification/inspection purposes.
• Ability to bend, reach, and stand as part of routine tasks.