NFI · 2 days ago
Customer Success Specialist
Groveport, OH
Full-time
Hybrid
Entry, Mid Level
2+ years expNFI is focused on providing exceptional support to ecommerce clients. The Customer Success Specialist serves as the primary point of contact, helping clients navigate fulfillment processes and ensuring timely order fulfillment while maintaining strong client relationships.
LogisticsTransportation
Responsibilities
Serve as the primary point of contact for ecommerce clients, ensuring prompt and effective communication regarding order fulfillment, inventory management, and logistics operations
Respond to client inquiries via the ticketing system with timely and effective solutions
Collaborate with warehouse team to ensure seamless execution of order fulfillment, returns processing, and inbound shipments
Identify and monitor potential fulfillment challenges, such as peak season constraints, carrier delays, or inventory shortages, to implement preventative solutions before they impact clients
Investigate and resolve client issues related to order modifications, inventory discrepancies, shipping errors, and service-level agreement (SLA) compliance
Utilize Warehouse Management System (WMS), Power BI, and other tools to track client activity, document issues, and maintain accurate records
Analyze fulfillment data to generate reports, monitor performance metrics, and drive informed decision making
Act as a liaison between clients and internal teams, ensuring clear communication and alignment on operational needs and service expectations
Monitor key performance indicators (KPIs) and provide insights to the Customer Success Manager
Provide weekly account recaps to the Customer Success Manager, highlighting key trends, concerns, and opportunities
Develop and maintain strong client relationships, conducting regular check-ins and performance reviews to drive retention and long-term satisfaction
Identify at-risk accounts and implement proactive engagement strategies to address concerns, improve service, and strengthen long-term client relationships
Escalate any client or operational concerns to the Customer Success Manager
Conduct root-cause analysis on recurring fulfillment issues in collaboration with operations and IT, and develop sustainable solutions to minimize future disruptions
Provide training on the Customer Portal and develop clear documentation on new system features or technology updates to enhance the user experience
Contribute to the development and refinement of standard operating procedures (SOPs) to enhance consistency and efficiency across customer success workflows
Engage in team meetings, training sessions, and process improvement initiatives to enhance customer success strategies
Perform additional responsibilities as defined by the role and management direction
Qualification
Required
Bachelor's degree in business, communications, supply chain, or a related field, or equivalent work experience
2-3 years of experience in customer success or account management
Strong understanding of ecommerce logistics, including order fulfillment, inventory management, and shipping processes
Exceptional communication and interpersonal skills, with the ability to build and maintain strong client relationships
Strong analytical and problem-solving skills, with a proactive approach to resolving issues
Ability to manage multiple accounts simultaneously, prioritize tasks, and meet deadlines in a fast-paced, ever-changing environment
Detail-oriented with strong organizational and time management skills
Experience collaborating across departments, including warehouse operations, transportation, and information technology (IT)
Ability to identify process improvements and contribute to operational efficiencies
Comfortable working with data and analytics to track key performance indicators (KPIs) and generate insights
Adaptability and resilience, with a customer-first approach to handling challenges
Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and other relevant business tools
Up to 25% travel required for client visits and on-site meetings, based on business needs
Preferred
Proficiency in Warehouse Management Systems (Deposco) preferred
Company
NFI
NFI is a fully integrated North American supply chain solutions provider headquartered in Camden, N.J.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Sidney Brown
Chief Executive Officer
Recent News
Business Wire India
2025-05-17
Inside INdiana Business
2025-05-06
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