E-commerce Fulfillment Customer Success Manager
22 days ago
Houston
Job Description • Job Title: E-commerce Fulfillment Customer Success Manager, • Reports To: Director of Operations, • Classification: Full-Time, Hybrid, Exempt, • Compensation: $55,000-$61,000, Health, dental, and vision insurance, Paid time off (PTO), holidays, and parental leave, 401(k) or retirement savings plan, • Location: Houston, TX, • Requirements & Qualifications to Get Job, • 3+ years of experience in customer success, account management, or client services—preferably in a 3PL, logistics, or e-commerce environment., • 1+ years of experience in managing customer service teams, • Deep understanding of e-commerce fulfillment workflows, technologies, and service expectations., • Proficiency in WMS systems and e-commerce platforms (e.g., Shopify, Amazon, TikTok Shop)., • Outstanding communication skills which build rapport, manage expectations, and navigate ambiguity., • Strong data-driven mindset with experience analyzing KPIs and implementing process improvements., • Demonstrated ability to manage multiple accounts and projects in a high-volume, deadline-driven setting., • 18 years or older and legally authorized to work in the U.S., • Able to communicate in English, • High school diploma / GED, • Wear personal protective equipment (PPE), including but not limited to: eye & hearing protection, gloves, steel-toed boots, hard hat, and flame-retardant work clothes, etc., • Able to lift up to 25 lbs. & work in varying environmental conditions (heat, dust, noise, vibration, humidity)., • Preferences to Get Job, • Hands-on experience with Extensiv and Freshdesk (strongly preferred), • What you do on Job, • Lead onboarding and integration efforts, including WMS setup, Application Programming Interface connections, and operational alignment., • Develop and maintain customized SOPs for each client to ensure process clarity and alignment., • Serve as the daily point of contact for client inquiries, updates, and escalations., • Monitor fulfillment KPIs (order accuracy, shipping times, inventory health, returns) and drive continuous improvement efforts., • Conduct routine client health checks, performance reports, and strategic business reviews., • Identify upsell or cross-sell opportunities and collaborate with Sales to expand account value., • Partner with Operations, Tech, and Inventory teams to ensure seamless execution and issue resolution., • Maintain and track support tickets through platforms such as Freshdesk., • Stay current on e-commerce trends, platform updates, and fulfillment best practices., • Follow all company safety policies and procedures. For best results, please email with a copy of your resume.