3PL Operations & Client Success Lead

Flexport; San Bernardino (CA); On-site; USD 65,000 - 89,000; Full time

Job summary

Flexport is seeking a 3PL Operations Customer Success Manager to bridge e-commerce clients with warehouse teams. You will ensure SLA compliance, manage onboarding, and drive client retention by translating complex supply chain metrics into actionable value.

This is a client-facing, cross-functional role shaping how Flexport delivers on commitments. You will coordinate with warehouse, inventory, and tech teams, coach partner staff, and provide performance reviews using KPI data.

Qualifications

• 3+ years in warehouse, fulfillment, or 3PL/4PL operations.
• 2+ years managing or coaching a team in fulfillment, warehouse, or 3PL.
• Experience in account management or client-facing operations.
• Proven ability to hold external partners accountable to SLAs.
• Knowledge of WMS operations and root-cause training.
• Strong reporting and data analysis, KPI dashboards.

Responsibilities

• 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.
• 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.

Skills

Warehouse operations

Team coaching

Client-facing

WMS knowledge

KPI dashboards

Data analysis

Stakeholder communication

Tools

WMS

Excel

BI tools

Job description

Flexport is seeking a 3PL Operations Customer Success Manager to bridge e-commerce clients with warehouse teams. You will ensure SLA compliance, manage onboarding, and drive client retention by translating complex supply chain metrics into actionable value.

This is a client-facing, cross-functional role shaping how Flexport delivers on commitments. You will coordinate with warehouse, inventory, and tech teams, coach partner staff, and provide performance reviews using KPI data.