Customer Success Coordinator- Warehousing/ 3PL

The Customer Success Coordinator supports the daily execution of customer operations by monitoring performance, managing workflows, and ensuring accurate, timely communication. This role serves as a critical link between customers and warehouse operations, ensuring orders, inventory, and issues are tracked and resolved efficiently while maintaining high service standards. 

Key Responsibilities

Daily Operations Monitoring (Control Tower)

• Track inbound, inventory, and outbound activity 
• Monitor order flow and ensure SLA compliance 
• Identify and escalate operational issues including delays, shortages, mis-picks, and inventory discrepancies 

Inventory & Order Management

• Monitor inventory levels and maintain accuracy 
• Track inbound receipts and outbound fulfillment 
• Validate system data within WMS and investigate discrepancies 

Customer Communication

• Provide timely updates on order status, inventory levels, and shipment activity 
• Respond to customer inquiries in a professional and timely manner 

Issue Tracking & Resolution

• Log, track, and manage customer issues and exceptions 
• Coordinate with operations teams to resolve issues 
• Ensure follow-through until resolution and document outcomes 
• Escalate issues when necessary 

KPI Tracking & Reporting

• Maintain performance dashboards including: 
  • Order accuracy 
  • On-time shipping 
  • Inventory accuracy 
  • Issue tracking and resolution timelines 
• Prepare reporting data for customer reviews led by Customer Success Managers 

Warehouse Coordination

• Communicate operational priorities such as rush orders and special handling requirements 
• Ensure adherence to established SOPs 

Billing & Administrative Support

• Assist with validating customer charges (storage, handling, materials, and accessorial) 
• Help resolve billing discrepancies 
• Maintain accurate customer account documentation

Work Environment & Schedule

• Warehouse and/or office environment (based on company operations) 
• Schedule may vary based on operational needs

• 1–3 years of experience in customer support, logistics, or warehouse operations 
• Familiarity with Warehouse Management Systems (WMS) and inventory/order workflows 
• Strong attention to detail and organizational skills 
• Ability to multitask in a fast-paced environment 
• Excellent communication and problem-solving skills