Senior Warehouse Customer Relationship Manager

About the role

The Senior Customer Relationship Manager leads 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.

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.
• Maintain 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.
• 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.

Requirements

• 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.

Qualifications

• Account Management experience: 5+years (Required)
• Minimum of an associate degree (Required)
• Experience working in a 3PL Warehouse (Preferred)