Merchant Success Manager - 3PL Fulfillment (Bilingual in Korean)

Job Description

Job Description

Job Summary

CTK USA, Inc. is seeking a Merchant Success Manager
  to oversee end-to-end client orders, inbound shipments, and warehouse operations within a fast-paced 3PL environment. This role serves as the primary point of contact for clients, ensuring exceptional account management through proactive communication, orders tracking, issue resolution, and relationship building.

Key responsibilities include coordinating order fulfillment, monitoring shipment milestones, maintaining accurate system updates, arranging transportation logistics, collaborating with warehouse and operations teams, and resolving discrepancies. The position also involves developing standard operating procedures (SOPs), onboarding new customers, processing orders through warehouse management systems (WMS), managing high-volume communications, and delivering outstanding customer service to support long-term client satisfaction and retention.

The ideal candidate has at least 3 years of 3PL and WMS experience, a strong logistics background, customer service or account management experience, excellent organizational and communication skills, and the ability to manage multiple priorities in a collaborative environment. Fluent English is required. Korean language proficiency is a plus but not required.

Experience:

• Manage the end-to-end coordination of CTK USA, Inc., client orders, and inbound shipments overseeing the entire process until completion.
• Maintain effective and clear communications with original teams, and customers, providing them with detailed information, and updates.
• Implement meticulous monitoring of orders and inbound shipments, ensuring customers are consistently informed about the progress from beginning to end.
• Ensure accurate and timely milestone updates in our systems to facilitate timely file closure and invoicing without delays.
• Coordinate confirmations, arrange trucker pickups, and manage container gate-ins, all while adhering to set deadlines.
• Cultivate and nurture strong customer relationships, offering a top-notch customer service experience that aligns with our commitment to excellence.
• Collaborate closely with customers and operations to deliver innovative solutions and a superior level of customer service.
• Formulate and uphold standard operating procedures (SOPs) and training of systems for new customers.
• Fulfill any additional duties or responsibilities as assigned to contribute to the overall success of the team and organization.
• Manage a high volume of inbound/outbound, emails, messaging apps, and phone calls.
• Assist daily and communicate with warehouse operations as needed to include data entry, prepare labels, order processing systemically, trouble shooting.
• Collaborate with team members and superiors to ensure seamless workflow and timely completion of tasks.
• Document any discrepancies and communicate findings to the relevant parties for resolution.

Requirements

• English and Korean Fluency

Join us as we strive to enhance our customer experience through dedicated leadership and innovative strategies!

Job Type: Full-time

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience:

• 3PL: 3 years (Required)
• Warehouse management system: 3 years (Required)

Work Location: In person, Ontario, CA