Customer Success Manager
Job in
Nashville, Davidson County, Tennessee, 37247, USA
Listed on 2026-01-30
Listing for:
Employbridge
Full Time
position Listed on 2026-01-30
Job specializations:
-
Business
Operations Manager, Supply Chain / Intl. Trade, Business Management
Job Description & How to Apply Below
We are seeking an operations-first Customer Success Manager to own day-to-day execution for a portfolio of fulfillment clients. This role sits at the intersection of warehouse operations, inventory control, and client communication
. Success in this position is measured by SLA performance, issue resolution speed, and operational stability
, not sales quotas.
This is not a call-center or sales role. It is a hands-on, detail-driven operational leadership position
.
Mt Pleasant, TN
$65, pay range
Day shift
Key Responsibilities Client & Account Ownership- Serve as the primary operational contact for assigned 3PL clients
- Lead weekly/monthly operational check-ins and QBRs
- Manage expectations around SLAs, cutoffs, capacity, and scope
- Proactively identify risks before they become escalations
- Oversee inbound receiving performance (ASNs, appointments, discrepancies)
- Monitor inventory accuracy, cycle counts, audits, and reconciliations
- Support outbound operations including batching, kitting, and shipping cutoffs
- Coordinate returns processing and disposition workflows
- Track and report on core fulfillment KPIs:
- On-time ship %, order cycle time
- Receiving turnaround
- Inventory accuracy
- Backorders, damages, and claims
- Lead root-cause analysis (RCA) and corrective/preventative action plans (CAPA)
- Own issue resolution from identification through closure
- Act as the bridge between clients and internal teams:
- Warehouse operations
- Inventory control
- IT / WMS support
- Lead escalations calmly and decisively, especially during peak periods
- Document issues, outcomes, and process improvements
- Enforce customer compliance with packaging, labeling, ASN, and inbound rules
- Contribute to SOP creation and continuous improvement initiatives
- Support new client onboarding and operational launches
- 3+ years in 3PL, fulfillment, warehouse operations, or supply chain
- Strong understanding of inbound, inventory, outbound, and returns workflows
- Experience working in or alongside a WMS
- Advanced Excel / Google Sheets skills (pivots, lookups, reconciliations)
- Ability to analyze operational data and explain it clearly to customers
- Proven experience handling escalations and operational issues
- Excellent written and verbal communication skills
- Previous warehouse operations or inventory control leadership
- E-commerce fulfillment experience (Shopify, Amazon, DTC brands)
- Carrier and shipping knowledge (UPS, Fed Ex, USPS)
- Experience supporting peak season or high-volume operations
- Clients receive proactive communication, not surprises
- SLAs are consistently met or exceeded
- Inventory discrepancies are reduced and resolved quickly
- Issues are documented, corrected, and prevented from recurring
- Operations teams trust this role in managing customers effectively
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