Worldcraft Logistics LLC

Compensation

Full Description

Job Summary The 3PL Operations & Customer Success Manager is responsible for managing the full life cycle of each 3PL customer—from the first introduction to long-term account growth. This role requires someone who understands warehousing, logistics, and customer communication. The manager will handle pricing, onboarding, internal coordination, operational performance, billing accuracy, and yearly contract renewals. This position acts as the main bridge between sales, international freight, warehouse operations, IT/software, and accounting. Key Responsibilities 1. Customer Discovery & Sales Support • Join initial meetings or sales calls to understand the customer’s business, products, and logistics needs. • Explain our 3PL services, warehouse capabilities, and integrated trucking and freight forwarding solutions. • Gather operational details to prepare accurate pricing proposals. 2. Pricing & Proposal Development • Prepare customized rate sheets based on customer requirements, volume, storage, and labor needs. • Review costs with leadership to ensure proper margins. • Present pricing to customers and adjust when needed. • Document all approved rates and hand them off to accounting and operations. 3. Customer Onboarding • Work with the international freight team to coordinate incoming shipments for new accounts. • Communicate with the IT/software team to set up WMS access, integrations, EDI/API connections, and reporting tools. • Build customer-specific SOPs that explain receiving, storage, picking, packing, returns, labeling, and special instructions. • Lead onboarding calls to guide customers through the setup process. 4. First Shipment Oversight • Monitor the customer’s first inbound container or shipment to ensure a smooth start. • Verify warehouse processes such as receiving, putaway, order fulfillment, packing, and shipping. • Review the first week of billing to check storage, handling, and accessorial charges. • Collect customer feedback and make adjustments to the SOP if needed. 5. Ongoing Account Management • Serve as the primary contact for questions, service issues, and improvement requests. • Hold regular check-ins with customers to review performance, volume, and potential upgrades. • Work closely with warehouse managers, dispatch, trucking, and billing teams to maintain high service levels. • Identify operational problems early and lead corrective actions. 6. Billing & Compliance Oversight • Review weekly and monthly invoices for accuracy before they are sent to customers. • Confirm that all inbound, outbound, storage, pallet moves, and accessorial charges are billed correctly. • Work with the billing department to correct errors and maintain clean financial records. • Ensure all customer activity matches WMS reports and approved rate sheets. 7. Contract Renewal & Growth • Review customer usage, labor, and storage trends each year to update pricing. • Prepare renewal proposals and lead renewal meetings. • Identify opportunities for the customer to use more of our services (trucking, freight forwarding, project cargo, returns processing, etc.). • Protect company margins while maintaining long-term customer partnerships. Required Skills & Qualifications • 3–5 years of experience in 3PL, warehousing, supply chain, or logistics operations. • Strong communication and customer service skills. • Solid understanding of warehouse workflows (receiving, putaway, picking, packing, inventory). • Ability to read and create SOPs and operational documents. • Strong problem-solving skills with attention to detail. • Comfortable working with WMS systems, spreadsheets, and basic data analysis. • Ability to manage multiple accounts and deadlines at the same time. • Professional attitude with the ability to work with all departments—warehouse, freight, billing, and IT. Preferred (Not Required) • Experience with EDI/API integrations or working with software teams. • Background in freight forwarding, international shipping, or drayage. • Experience with Shopify, Amazon, or e-commerce fulfillment. • Ability to train warehouse or customer service staff. • Bilingual (English/Vietnamese/Spanish) is a plus. Work Environment • Office-based role with routine visits to the warehouse floor. • Fast-paced environment with frequent coordination across multiple teams. • May require occasional customer site visits or travel depending on the account. Performance Indicators (KPIs) • Successful onboarding of new accounts • Accuracy of pricing and contract setup • Customer satisfaction and retention • Clean, accurate billing with minimal corrections • Reduction in operational errors or customer complaints • Timely completion of SOPs and process updates • Growth of assigned accounts Why Join Worldcraft Logistics • Rapidly growing logistics company with global operations • Work directly with leadership and influence company growth • Stable, long-term career path with advancement opportunities • Supportive team environment with strong operational resources Job Type: Full-time Pay: $70,000.00 - $75,000.00 per year Benefits: • 401(k) • Health insurance • Paid time off Application Question(s): • Do you have experience with EDI/API integrations? If yes, how many years? Experience: • 3PL, warehousing, supply chain, or logistics operations: 3 years (Required) Work Location: In person