Customer Success Manager

About Boxtrot:

Boxtrot is a rapidly growing 3PL (third-party logistics) startup, now in our fourth year of operations. We pride ourselves on delivering exceptional logistics solutions for our clients, and we’re committed to building a dynamic, innovative environment for our team. As we continue to expand, we’re looking for a Customer Service Manager who will play a key role in ensuring our customers’ success and satisfaction.

Position Overview:

The Customer Service Manager will be based in our warehouse and will provide outstanding support to customers via Slack and email. Although the position is largely desk-based (about 80%), there will be occasional hands-on responsibilities that require time on the warehouse floor. A background in 3PL operations is highly preferred, along with experience using Shiphero or another Warehouse Management System (WMS).

Key Responsibilities:

• Serve as the primary point of contact for customers, responding to inquiries and troubleshooting issues via Slack and email.

• Coordinate with internal teams (warehouse staff, operations, and leadership) to resolve customer concerns and ensure on-time order fulfillment.

• Develop and maintain strong relationships with customers, proactively identifying opportunities to improve their experience.

• Monitor and analyze customer metrics (order accuracy, delivery times, etc.) to drive continuous improvement in service quality.

• Provide training and guidance to junior team members regarding customer service best practices, company policies, and operational workflows.

• Occasionally assist with hands-on tasks in the warehouse to gain a deeper understanding of operations and proactively address any logistical challenges.

Requirements

• 2+ years of experience in a customer-facing role, preferably within a 3PL, logistics, or warehousing environment.
• Familiarity with Shiphero or similar Warehouse Management Systems (WMS) is strongly preferred.
• Strong problem-solving skills, with an ability to manage multiple tasks and priorities in a fast-paced startup environment.
• Excellent communication skills (both written and verbal), with a customer-focused mindset.
• Ability to work both independently and collaboratively with cross-functional teams.
• Demonstrated ability to remain calm and professional when handling challenging customer situations.

Benefits

• $65,000 – $75,000 per year, commensurate with experience.
• Performance-based bonuses.
• Opportunities for professional growth and career development.
• Collaborative, fast-paced startup environment with a supportive team culture.
• 401k, PTO & Paid sick time