Job Description
Job DescriptionDescription:
Summary
As a Customer Success Specialist at ShipCalm, you will own the operational success of a portfolio of small to mid-sized brand partners. Reporting to the EVP of Operations, you will act as the internal advocate and performance lead for your accounts— driving execution across fulfillment, inventory, returns, integrations, and customer experience.
This is a hands-on, cross-functional role that requires operational problem-solving, strategic alignment, and strong communication. You will coordinate across internal teams — including Warehouse (3PL), Tech, Accounting, and Brand Operations — to ensure issues are resolved quickly, goals are clearly translated into execution plans, and clients are positioned for long-term success.
The ideal candidate is an operational generalist with experience in logistics or fulfillment, comfortable in both fast-paced execution and client-facing strategy. You’re detail-oriented, proactive, and confident navigating between internal stakeholders and external partners.
ShipCalm is a third-party operations partner (3PO) redefining outsourced logistics by embedding directly into brand operations —not just shipping boxes, but solving upstream and downstream challenges. Learn more about us at our website: www.shipcalm.com.
Role Accountability & Functions
- Own operational success and exceptional service for assigned brand accounts.
- Act as primary internal and external escalation point.
- Drive improvement in client KPIs (CalmScore™) supporting their growth.
- Translate client goals into operational strategies and execution plans.
- Lead recurring client meetings and reviews (L10s).
- Guide newly onboarded clients and maintain/ update documentation and SOPs.
- Collaborate cross- functionally and cross-departmentally to resolve operational breakdowns, manage exceptions, and align internal teams.
Requirements:
Essential Duties & Responsibilities
- Lead client meetings and performance calls (L10s, daily check-ins, QBRs) to align on operational priorities and share updates.
- Coordinate, manage, and resolve exceptions, errors, claims, tickets, and project escalations, coordinating cross-functional solutions.
- Monitor and triage inbound communications (inboxes, Slack channels, CRM), ensuring timely responses and accurate routing.
- Log, track, and escalate client issues through QuickCalm™ and RightCalm™, maintaining clear records and follow-ups.
- Complete operational tasks as needed, including order adjustments, returns entries, tagging, and special project coordination.
- Prepare and deliver recurring client-facing reports and operational performance snapshots.
- Translate client goals into executable operational plans, leveraging ShipCalm’s technology and service capabilities.
- Document and maintain client-specific workflows, SOPs, and operational requirements; contribute to shared knowledge resources.
- Support Account Support team members through knowledge sharing, coaching, and reinforcing best practices.
- Assist in onboarding new accounts, including data gathering, system setup, and process training to ensure long-term fit.
- Collaborate closely with Warehouse Ops, Tech, and other internal teams to close service gaps and support seamless execution.
- Communicate proactively with clients on shipping errors, job/assembly orders, project updates, and operational changes.
- Maintain strong working knowledge of ShipCalm systems, best practices, and service offerings to guide clients effectively.
- Participate in internal team syncs, cadence meetings, and company initiatives; support continuous improvement efforts and shared housekeeping.
Key Performance Indicators (KPIs)
- =90% CalmScore™ health across portfolio
- 100% on-time delivery of client review meetings (weekly/monthly).
- >80% resolution rate on escalated tickets without further escalation.
Knowledge, Skills, and Abilities
- Experience: 4+ years in logistics, fulfillment, supply chain, or DTC operations/account management. Hands-on warehouse operations experience preferred.
- Customer Management: Proven ability to manage external client relationships while coordinating internally across cross-functional teams.
- Education: High school diploma or equivalent required; bachelor’s degree in supply chain, logistics, business, or related field preferred.
- Analytical Thinking: Strong comfort with dashboards, KPIs, and operational reporting to inform decisions and drive improvements.
- Communication: Clear, empathetic communicator across Slack, email, Zoom, and in-person. Able to simplify complexity, guide tough conversations, and align stakeholders.
- Execution & Prioritization: Skilled in managing multiple accounts, timelines, and shifting priorities in fast-paced environments.
- Operational & Technical Fluency: Familiarity with WMS/OMS systems, EDI, Shopify, ERP, and e-commerce tools. Proficient in Google Workspace, Slack, and project tools like ClickUp.
- Leadership & Collaboration: Demonstrated success leading cross-functional initiatives or projects with measurable results.
- Problem Solving: High attention to detail with a proactive mindset and strong ownership in resolving issues.
Physical, Mental, and Environmental Demands
- Working in a seated or standing position up to and exceeding eight (8) hours per day.
- Lifting and carrying up to 25 pounds.
- Bending, leaning, kneeling, squatting, and/or twisting to grasp and move items.
- Using a calculator, mouse, and keyboard and viewing computer screens.
- Using a telephone or virtual telephone via PC.
- Using a web camera daily.
Schedule and Location
- Schedule: This is a full-time position scheduled to work Monday-Friday from 8am to 4:30pm but there is room for flexibility. Subject to change by business demands.
- Location: This position is located at 8377 E Camby Road #194, Plainfield, IN 46168.
- This position is not eligible for remote work.
Compensation
- HOURLY RATE | $20.00 to $25.00/hour, depending on experience.
- Medical, Dental, Vision, 401(k), Life, Accident, EAP, PTO, Holidays, Sick Time
ShipCalm participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. See more details https://www.e-verify.gov/.