Be the client's day-to-day point of contact, connecting them with warehouse, inventory, and tech teams to resolve fulfillment issues.
Serve as Flexport's primary POC for assigned 3PL/4PL partners, inspecting sites and holding them accountable for SLAs on receiving, shipping, inventory accuracy, and packing quality. Coach teams of 30 to 100 at partner facilities and drive corrective action when needed.
Share SNOP forecasts with partners and confirm labor and capacity plans align to demand.
Review and approve 3PL/4PL invoices and resolve discrepancies with partner teams.
Ensure partners follow Flexport SOPs and use our WMS correctly; troubleshoot system issues on the ground and reinforce best practices through hands-on support and training.
Guide new merchants through WMS and OMS integration for a smooth transition into Flexport's fulfillment network.
Deliver client-facing reports on inventory turns, shipping volume, and logistics efficiency to guide business reviews.
Own high-pressure escalations involving inventory loss, delayed shipments, or compliance fines, resolving quickly and communicating transparently with clients.
Build long-term client trust through consistent operational reliability.
Document how Flexport works with 4PL partners, including processes, escalation paths, and performance standards.

3+ years of hands-on experience in a warehouse, fulfillment, or 3PL/4PL operations environment, with working knowledge of floor-level workflows.
2+ years managing or coaching a team in a fulfillment, warehouse, or 3PL setting.
Experience in account management or client-facing operations, translating operational performance into business outcomes.
Proven ability to hold external partners accountable to SLAs without direct authority over their staff.
Comprehensive, practical knowledge of WMS operations: capable of identifying root causes, training staff, and resolving system complications rather than merely managing daily operations.
Strong reporting and data analysis skills: experience building and interpreting KPI dashboards (Excel or BI tools) and turning data into clear recommendations.
Polished client-facing communication skills: experience leading business reviews and presenting performance data to external stakeholders, including navigating difficult conversations.
Experience building structure and process in fast-paced, evolving environments.

Hybrid

Client fulfillment issues can arise outside standard business hours; you'll need to be reachable and able to manage your own time to match.
You will visit partner and client sites regularly, including some travel outside your home region.
A valid passport is required.

Flexport is hiring a 3PL Customer Success Manager