Senior Warehouse Customer Relationship Manager

BrainWorks; Miami (FL); On-site; USD 75,000 - 95,000; Full time

Job summary

BrainWorks is seeking a Senior Warehouse Customer Relationship Manager for its Miami location. This role involves leading client engagement within a warehousing environment, ensuring exceptional service delivery and operational excellence. Responsibilities include managing client relationships, overseeing inventory accuracy, and driving process improvements.

The ideal candidate will have over 5 years of relevant experience, strong knowledge of warehouse compliance standards, and excellent client management skills. Join us in delivering efficient logistics solutions.

Qualifications

• 5+ years of experience in warehouse customer service, account management, or 3PL operations.
• Strong knowledge of warehouse operations, including inventory control, order fulfillment, and client support.
• Working knowledge of FTZ operations and warehouse compliance.

Responsibilities

• Act as the primary point of contact for key customers.
• Build long-term, trusted client relationships.
• Manage escalations and coordinate customer resolutions.
• Oversee daily warehouse activities to ensure accuracy.
• Monitor inventory levels and ensure alignment with customer expectations.

Skills

Warehouse customer service experience

Account management

Client support

Inventory control

Process improvement

Strong communication skills

Education

Associate degree

Tools

Excel

WMS

ERP

CRM systems

Job description

Senior Warehouse Customer Relationship Manager

Our client is an international transportation and logistics company headquartered in the U.S., committed to providing our customers with effective transportation, logistics, warehousing, and e-commerce solutions.

General Purpose of the Position:

The Senior Customer Relationship Manager is responsible for leading strategic client engagement within a warehousing environment, ensuring exceptional service delivery and operational excellence. This role maintains full ownership of customer satisfaction by overseeing day‑to‑day service performance, coordinating warehouse and inventory‑related activities, and aligning operations with client expectations. The position plays a key role in fostering strong client relationships, ensuring inventory accuracy, and driving continuous improvement by creating efficiencies across warehouse operations and client support functions. The role also requires a working knowledge of Foreign‑Trade Zone (FTZ) operations as they relate to inventory control, compliance, and warehouse processes, as well as knowledge of warehouse compliance standards for food‑grade and hazardous materials.

Essential Duties and Responsibilities:

• Act as the primary point of contact for key customers, ensuring consistent, high‑quality service, proactive communication, and responsive client support.
• Build long‑term, trusted client relationships by understanding their warehousing and inventory management needs and aligning service delivery accordingly.
• Provide day‑to‑day client support, addressing inquiries related to inventory, order status, and warehouse services in a timely and professional manner.
• Liaise closely with warehouse associates and operations teams to ensure order accuracy, proper handling, and timely fulfillment of customer requirements.
• Manage escalations, coordinate across departments, and ensure timely resolution of customer issues.
• Collaborate with internal stakeholders (warehouse operations, inventory control, quality, and sales) to deliver a seamless customer experience.
• Oversee daily warehouse activities related to receiving, storage, handling, inventory control, and order fulfillment to ensure accuracy and timeliness.
• Monitor inventory levels, accuracy, and movements, ensuring alignment with customer expectations and system records.
• Coordinate cycle counts, physical inventories, and reconciliation processes to maintain high inventory accuracy.
• Investigate and resolve inventory discrepancies, including root cause analysis and implementation of corrective actions.
• Ensure proper handling, storage conditions, and product integrity in accordance with customer requirements.
• Develop, document, and maintain client‑specific Standard Operating Procedures (SOPs) to ensure consistent execution of warehouse processes and alignment with customer requirements.
• Train and support warehouse staff on client‑specific SOPs, ensuring adherence and continuous improvement.
• Apply working knowledge of FTZ operations to support compliant inventory tracking, segregation, and reporting within the warehouse environment.
• Partner with internal teams to ensure warehouse processes align with FTZ requirements, including inventory control procedures and audit readiness.
• Ensure compliance with applicable warehouse regulations and standards, including those related to food‑grade storage, sanitation, safety, and hazardous material handling and segregation.
• Promote adherence to safety protocols and regulatory requirements to maintain a compliant and secure warehouse environment.
• Identify, develop, and implement process improvements to create efficiencies, streamline workflows, and enhance overall warehouse and customer service performance.
• Continuously evaluate operational processes and recommend solutions to reduce errors, improve turnaround times, and optimize resource utilization.
• Maintain accurate records of customer interactions, inventory status, service requests, and operational activities.
• Provide customers with regular updates on inventory status, stock levels, order progress, and service performance metrics.
• Monitor service performance and ensure adherence to customer‑specific requirements and service level agreements (SLAs).
• Support internal audits and ensure compliance with company policies, safety standards, and operational procedures.
• Track and report key performance indicators (KPIs) related to inventory accuracy, order accuracy, service quality, and overall operational efficiency.
• Other related duties as needed.

Qualifications:

• 5+ years of experience in warehouse customer service, account management, or 3PL operations.
• Strong knowledge of warehouse operations, including inventory control, order fulfillment, and client support.
• Working knowledge of FTZ operations and warehouse compliance, including food‑grade and hazardous material requirements.
• Experience developing and implementing client‑specific SOPs.
• Proven ability to collaborate with warehouse teams to ensure order accuracy and service excellence.
• Strong communication, organizational, and client management skills.
• Proficient in Excel, WMS, ERP, and CRM systems.
• Analytical, detail‑oriented, and focused on process improvement and efficiency.

Computer Equipment and Software Requirements:

• Microsoft Excel
• Microsoft Word

Education and Experience Required:

• Minimum of an associate degree (Required)
• Experience working in a 3PL Warehouse (Preferred)

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job‑related instructions and to perform any other job‑related duties requested by any person authorized to give instructions or assignments.

Job ID: 58827778316
Category: Sales and Marketing
Location: Miami,FL