3PL Client Services / Operations Coordinator

3PL Client Services / Operations Coordinator 3PL & Ecommerce Fulfillment | Remote Hours: 2:00 PM – 11:00 PM South African Time We are looking for a highly organised, detail-oriented Customer Success / Operations Specialist with strong experience in ecommerce fulfillment, 3PL operations, and warehouse management systems . This is a hands-on role for someone who enjoys getting into the details, investigating issues, coordinating with warehouse teams, and making sure customer requests are followed through from initial enquiry to full resolution . Our 3PL operation uses ShipHero as our WMS, so hands-on experience with ShipHero would be highly advantageous. Experience with similar platforms such as Extensiv 3PL Warehouse Manager (formerly 3PL Central), Logiwa , or comparable WMS/3PL platforms will also be considered. Key Responsibilities Understand each client's requirements and translate them into clear, accurate instructions for internal teams. Prepare, format, and organise client files and data for system imports . Investigate orders, inventory, shipments, returns, and account activity within the WMS. Identify what went wrong and determine the appropriate next steps to resolve customer or operational issues. Coordinate closely with warehouse and fulfillment teams to ensure required actions are completed. Follow up proactively on outstanding requests and make sure nothing falls through the cracks. Communicate clear, accurate, and professional updates back to customers. Enter customer, order, inventory, shipment, and operational updates into the appropriate systems. Manage customer issues from initial request through to resolution , taking ownership of the process. Track open issues and ensure all parties remain informed throughout the resolution process. Assist with identifying recurring issues and helping improve processes where appropriate. Maintain accurate records and ensure information is captured correctly across systems. Ideal Candidate The ideal candidate will have: Hands-on experience working within a 3PL, fulfillment, warehouse, or ecommerce environment. Strong experience with WMS/3PL software , preferably ShipHero. Experience with Extensiv 3PL Warehouse Manager (3PL Central), Logiwa , or similar platforms is highly beneficial. A strong understanding of ecommerce order fulfillment, inventory, shipping, returns, and warehouse processes . Excellent investigation and problem-solving skills. Strong attention to detail and accuracy when working with data and system information. The ability to understand a customer's problem, investigate the underlying issue, coordinate the solution, and follow through to completion. Excellent written and verbal communication skills. Strong organisational and follow-up skills. The ability to manage multiple client requests and priorities simultaneously. Confidence communicating with both customers and warehouse/operations teams . A proactive approach — someone who doesn't simply pass an issue along but takes ownership until it is resolved. Strong computer skills and the ability to learn and navigate different systems quickly.