Customer Success Specialist

Overview

The Customer Success Specialist ensures exceptional support to ecommerce clients by providing oversight of logistics operations, proactive issue resolution, and clear communication. Reporting to the Customer Success Manager, this role serves as the primary point of contact for ecommerce brands, helping them navigate fulfillment processes, resolve concerns, and optimize logistics performance.

The Customer Success Specialist is responsible for maintaining strong client relationships, ensuring timely order fulfillment, and collaborating across internal teams—including warehouse operations, transportation, and account management—to deliver seamless service. Customer Success Specialists must effectively manage multiple client accounts, troubleshoot logistics challenges, and ensure service level agreements (SLAs) are met. Success in this role requires strong communication and problem-solving skills.

• Serve as the primary point of contact for ecommerce clients, ensuring prompt and effective communication regarding order fulfillment, inventory management, and logistics operations.
• Respond to client inquiries via the ticketing system with timely and effective solutions.
• Collaborate with warehouse team to ensure seamless execution of order fulfillment, returns processing, and inbound shipments.
• Identify and monitor potential fulfillment challenges, such as peak season constraints, carrier delays, or inventory shortages, to implement preventative solutions before they impact clients.
• Investigate and resolve client issues related to order modifications, inventory discrepancies, shipping errors, and SLA compliance.
• Utilize Warehouse Management System (WMS), Power BI, and other tools to track client activity, document issues, and maintain accurate records.
• Analyze fulfillment data to generate reports, monitor performance metrics, and drive informed decision making.
• Act as a liaison between clients and internal teams, ensuring clear communication and alignment on operational needs and service expectations.
• Monitor key performance indicators (KPIs) and provide insights to the Customer Success Manager.
• Provide weekly account recaps to the Customer Success Manager, highlighting key trends, concerns, and opportunities.
• Develop and maintain strong client relationships, conducting regular check-ins and performance reviews to drive retention and long-term satisfaction.
• Identify at-risk accounts and implement proactive engagement strategies to address concerns, improve service, and strengthen long-term client relationships.
• Escalate any client or operational concerns to the Customer Success Manager.
• Conduct root-cause analysis on recurring fulfillment issues in collaboration with operations and IT, and develop sustainable solutions to minimize future disruptions.
• Provide training on the Customer Portal and develop clear documentation on new system features or technology updates to enhance the user experience.
• Contribute to the development and refinement of standard operating procedures (SOPs) to enhance consistency and efficiency across customer success workflows.
• Engage in team meetings, training sessions, and process improvement initiatives to enhance customer success strategies.
• Perform additional responsibilities as defined by the role and management direction.

• Bachelor’s degree in business, communications, supply chain, or a related field, or equivalent work experience.
• 2-3 years of experience in customer success or account management.
• Strong understanding of ecommerce logistics, including order fulfillment, inventory management, and shipping processes.
• Proficiency in Warehouse Management Systems (Deposco) preferred.
• Exceptional communication and interpersonal skills, with the ability to build and maintain strong client relationships.
• Strong analytical and problem-solving skills, with a proactive approach to resolving issues.
• Ability to manage multiple accounts simultaneously, prioritize tasks, and meet deadlines in a fast-paced, ever-changing environment.
• Detail-oriented with strong organizational and time management skills.
• Experience collaborating across departments, including warehouse operations, transportation, and information technology (IT).
• Ability to identify process improvements and contribute to operational efficiencies.
• Comfortable working with data and analytics to track key performance indicators (KPIs) and generate insights.
• Adaptability and resilience, with a customer-first approach to handling challenges.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and other relevant business tools.
• Up to 25% travel required for client visits and on-site meetings, based on business needs.
• Performs other duties as assigned by management to support team and business objectives.

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another…