Senior Warehouse Customer Relationship Manager

About the company:

Our client is an international transportation and logistics company headquarter in U.S., committed to providing our customers with effective transportation, logistics, warehousing, and e-commerce solutions.

General Purpose of the Position:

The Senior Customer Relationship Manager is responsible for leading 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. The role also requires a working knowledge of Foreign-Trade Zone (FTZ) operations as they relate to inventory control, compliance, and warehouse processes, as well as knowledge of warehouse compliance standards for food-grade and hazardous materials.

Essential Duties and 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.
• Monitor 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.
• Partner with internal teams to ensure warehouse processes align with FTZ requirements, including inventory control procedures and audit readiness.
• Ensure compliance with applicable warehouse regulations and standards, including those related to food-grade storage, sanitation, safety, and hazardous material handling and segregation.
• 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.
• Other related duties as needed.

Qualifications:

• 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.

Computer Equipment and Software Requirements:

• Microsoft Excel
• Microsoft Word
• Cargo Wise (a plus)
• Magaya (a plus)

Education and Experience Required:

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

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments

BrainWorks is a leading executive search firm that excels in delivering top-tier talent to drive sales and marketing success. Our Sales & Marketing Practice specializes in identifying high-performing professionals who can elevate your business outcomes.

From mid-level managers to C-suite executives, we partner with clients across industries to place leaders in key roles, including sales, marketing, business development, and product management.

BrainWorks prides itself on quality, speed, and results, powered by our proven process refined over 30 years. Partnering with BrainWorks means gaining a trusted ally who is passionate about your success. Visit us at brainworksinc.com.

#LI-KM1
#LI-Onsite

Industry 1: Logistics and Supply Chain
Industry 2: Transportation/Trucking/Railroad
Industry 3: Warehousing

Job ID: 58827778316
Category: Sales and Marketing
Location: Miami, FL