Flexport 3PL Customer Success Manager at Flexport acting as the operational bridge between clients and warehouse fulfillment teams. Ensures SLA compliance, manages onboarding, and drives client retention through operational excellence.
Responsibilities
The 3PL Operations Customer Success Manager acts as the crucial operational bridge between Flexport's e-commerce and retail clients and our warehouse fulfillment teams. You ensure SLA compliance, manage onboarding, and drive client retention by translating complex supply chain metrics into actionable business value. It's a client-facing, cross-functional role, and you'll be a key voice in how Flexport delivers on its commitments to fulfillment clients.
Client Success & Operational Liaison: Be the client's day-to-day point of contact, connecting them with warehouse, inventory, and tech teams to resolve fulfillment issues.
Partner Oversight & SLA Accountability: 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.
Forecasting & Capacity Planning: Share SNOP forecasts with partners and confirm labor and capacity plans align to demand.
Billing & Invoice Management: Review and approve 3PL/4PL invoices and resolve discrepancies with partner teams.
Process & Systems Compliance: 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.
Client Onboarding: Guide new merchants through WMS and OMS integration for a smooth transition into Flexport's fulfillment network.
Performance Reporting: Deliver client-facing reports on inventory turns, shipping volume, and logistics efficiency to guide business reviews.
Escalation Management: Own high-pressure escalations involving inventory loss, delayed shipments, or compliance fines, resolving quickly and communicating transparently with clients.
Build the Function: Document how Flexport works with 4PL partners, including processes, escalation paths, and performance standards.
You Should Have:
Qualification
Before You ApplyAvailabilityTravel
Required
3+ years of hands-on experience in a warehouse, fulfillment, or logistics environment
Preferred
Experience managing merchant onboarding or system integrations
Familiarity with client business reviews (QBRs) or account growth conversations
International logistics or supply chain experience
Before You Apply:
Availability: Client fulfillment issues can arise outside standard business hours; you'll need to be reachable and able to manage your own time to match.
Travel: You will visit partner and client sites regularly, including some travel outside your home region. A valid passport is required.
The range displayed on each job posting reflects the minimum and maximum target for new hire base salary for the position in the posting's respective region. Our salary ranges are determined by role, level, and location. Within the range displayed, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education and / or training. Base salary is just one part of our total rewards package at Flexport, which also includes bonus, equity, and comprehensive benefit offerings such as medical, dental, and flexible time off.
The US base salary range for this position (this does not include bonus, equity and benefits):
