3PL Client Success Coordinator

Job Description

Job Description

Step into the role

Picture your morning: you open the ERP and WMS dashboards to scan order flow, you triage a few client questions in your inbox, and you jump on a quick call with the warehouse to reconcile a shipment variance. By midday, you’re partnering with inventory control to resolve a discrepancy, updating a client on a carrier delay, and logging key details in the CRM so the whole team stays aligned. Before you wrap, you review service metrics, document any issues and resolutions, and send a proactive status summary so every account knows what’s coming next.

Core responsibilities

• Act as the primary liaison for a portfolio of client accounts within a 3PL setting, fostering strong, long-term relationships.
• Handle inquiries related to orders, stock levels, shipments, and service needs with urgency and professionalism.
• Collaborate daily with warehouse operations, inventory control, and transportation/shipping to resolve service challenges.
• Watch order pipelines, flag risks early, and communicate changes or delays ahead of time.
• Keep ERP, WMS, and CRM records precise and current across all account activities.
• Assist in onboarding new customers by capturing requirements, documenting workflows, and supporting implementation steps.
• Track performance indicators such as order accuracy, response time, and resolution rates; share insights with stakeholders.
• Research, log, and drive resolution of complaints, shortages, damages, and shipping errors, including corrective actions.
• Maintain organized documentation for client communications, service agreements, SOPs, and account procedures.
• Participate in client check-ins, QBRs/account reviews, and service meetings as needed.
• Contribute ideas and feedback to improve customer experience and operational efficiency.

Qualifications

• Education: High school diploma or equivalent required; associate or bachelor’s degree preferred (business, logistics, or related field).
• Experience: 3PL experience required. 2+ years in customer service, logistics coordination, account support, or similar preferred; warehouse/distribution experience strongly preferred.
• Skills: Clear written and verbal communication; excellent organization and follow-through; strong attention to detail; ability to manage multiple priorities in a fast-paced environment; confident, customer-first problem solver; proficiency with Microsoft Excel, Outlook, and Word; familiarity with Extensiv or comparable WMS is highly preferred; able to work independently and as part of cross-functional teams.

Work environment

• Office setting located within or next to a warehouse operation.
• Regular interaction with customers, warehouse associates, drivers, and operations stakeholders.
• Noise levels on the warehouse floor may range from moderate to high.

Physical demands

• Extended periods seated at a computer.
• Ability to walk the warehouse floor to review orders or audit inventory as needed.
• Occasional lifting up to 50 lbs for verification/inspection.
• Ability to bend, reach, and stand as tasks require.