Customer Service Manager

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.

Returns Management

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