Client Operations & Customer Service Manager

Description

Summary: TCB Global seeks a Client Operations & Customer Service Manager to be the primary point of contact for clients, managing communication, order changes, onboarding, and coordination within a fast-moving 3PL. Highlights: 1. Serve as front-line client communication and coordination point 2. Operational coordination role within a fast-moving 3PL company 3. Organized, responsive, professional, and quick-moving About the Role TCB Global is hiring a Client Operations & Customer Service Manager to serve as the front-line communication and coordination point for our clients.This role owns daily client communication, order change requests, onboarding and go-live coordination, shipping quote support, internal job trafficking, and customer service inbox management.This is not a call-center role. This is an operational coordination role inside a fast-moving 3PL and fulfillment company. The right person must be organized, responsive, professional, and able to move quickly without losing accuracy. Primary Purpose The purpose of this role is to make sure client requests are acknowledged immediately, routed correctly, tracked properly, and resolved by end of day whenever possible.This position helps keep clients informed, protects internal teams from scattered communication, and reduces unnecessary escalation to operations leadership. Key Responsibilities -Manage daily client communication by phone and email -Own and monitor orders@tcb3pl.com -Respond quickly to order changes, job updates, shipping questions, and client requests -Coordinate client work with warehouse, billing, transportation, onboarding, and operations teams -Track open requests until completed -Support onboarding and go-live preparation -Help collect item matrix, SKU details, shipping preferences, and operational requirements -Use Extensiv, CRM, Shopify, QuickBooks, Google Sheets, email, and shipping tools -Provide approved shipping quotes and explain shipping costs -Escalate pricing disputes, credits, discounts, or free work when needed -Maintain accurate notes, trackers, and CRM records -Communicate professionally under pressure -Make sure clients receive clear updates before the end of the day -Ready and willing to take additional training or courses to support growth Authority This role may communicate directly with clients, request updates from internal teams, route jobs to the correct department, provide approved shipping information, and escalate blocked issues. This role does not independently approve major pricing changes, contract changes, margin changes, or executive-level client concessions. Ideal Candidate The ideal candidate is organized, calm, fast-moving, and clear in communication. They can receive a client request, ask the right questions, route it to the correct person, follow up until it is complete, and communicate the answer back to the client without creating confusion. They understand that speed matters, but accuracy matters more. Qualifications -Strong written and verbal communication skills -Experience in customer service, account coordination, logistics, fulfillment, warehousing, or transportation preferred -Comfortable answering client calls and emails -Highly organized and detail-oriented -Able to manage multiple requests at once -Strong follow-up habits -Comfortable using CRM, Extensiv, Shopify, QuickBooks, Google Sheets, email, and shipping platforms -Able to stay calm under pressure -Professional with clients and internal teams Success in This Role Looks Like -Clients receive fast acknowledgment and clear updates -Order changes are handled correctly -Open requests are tracked and followed through -Onboarding information is complete before go-live -Shipping questions are answered or escalated properly -Internal teams know what needs to happen next -Operations leadership is not buried in routine client communication -Fewer jobs, emails, and client issues fall through the cracks Plain-English Summary This person is the front door for client operations. When a client has a question, order change, shipping issue, onboarding need, or job update request, this person receives it, organizes it, routes it, tracks it, and communicates back clearly. Their job is to keep communication moving, keep jobs accountable, and make sure clients are not left waiting or guessing. Compensation, Hours and benefits Monday - Friday 8am - 4:30pm In office every day in Henderson Nv. 90 day probation probation period After probation is cleared PTO and health care (Anthem PPO / HMO)