E-commerce Fulfillment Customer Success Manager

New Horizons Employment Solutions•Houston, TX

3d•$55,000 - $61,000•Hybrid

About The Position

As E-commerce Fulfillment Customer Success Manager, you’ll be responsible for managing all of our clients (over 150), ensuring exceptional onboarding, operational performance, and long-term satisfaction. You’ll advocate for your clients internally, drive KPIs, and help build lasting partnerships that grow our reputation as a trusted fulfillment partner.

Requirements

3+ years of experience in customer success, account management, or client services—preferably in a 3PL, logistics, or e-commerce environment.
1+ years of experience in managing customer service teams
Deep understanding of e-commerce fulfillment workflows, technologies, and service expectations.
Proficiency in WMS systems and e-commerce platforms (e.g., Shopify, Amazon, TikTok Shop).
Outstanding communication skills which build rapport, manage expectations, and navigate ambiguity.
Strong data-driven mindset with experience analyzing KPIs and implementing process improvements.
Demonstrated ability to manage multiple accounts and projects in a high-volume, deadline-driven setting.
18 years or older and legally authorized to work in the U.S.
Able to communicate in English
High school diploma / GED
Wear personal protective equipment (PPE), including but not limited to: eye & hearing protection, gloves, steel-toed boots, hard hat, and flame-retardant work clothes, etc.
Able to lift up to 25 lbs. & work in varying environmental conditions (heat, dust, noise, vibration, humidity).

Nice To Haves

Hands-on experience with Extensiv and Freshdesk (strongly preferred)

Responsibilities

Lead onboarding and integration efforts, including WMS setup, Application Programming Interface connections, and operational alignment.
Develop and maintain customized SOPs for each client to ensure process clarity and alignment.
Serve as the daily point of contact for client inquiries, updates, and escalations.
Monitor fulfillment KPIs (order accuracy, shipping times, inventory health, returns) and drive continuous improvement efforts.
Conduct routine client health checks, performance reports, and strategic business reviews.
Identify upsell or cross-sell opportunities and collaborate with Sales to expand account value.
Partner with Operations, Tech, and Inventory teams to ensure seamless execution and issue resolution.
Maintain and track support tickets through platforms such as Freshdesk.
Stay current on e-commerce trends, platform updates, and fulfillment best practices.
Follow all company safety policies and procedures.
Assist other processes as directed by the supervisor.