Job Description

Customer Success Specialist

Location: Palisades Park, NJ — On-Site

Employment Type: Full-Time

Experience: 1–5 Years

About ShipDudes

ShipDudes is a fast-growing, technology-enabled third-party logistics (3PL) company helping e-commerce and omnichannel brands scale their fulfillment operations.

We work with growing consumer brands across e-commerce, retail, Amazon, Walmart, and other sales channels, managing everything from inventory receiving and storage to order fulfillment, shipping, and operational support.

Our goal is simple: provide brands with the level of service, communication, and execution we would expect if we were running the brand ourselves.

As ShipDudes continues to grow, we are looking for a Customer Success Specialist who will be the first line of support for our customers and a key part of our customer experience team.

The Role:

As a Customer Success Specialist at ShipDudes, you will handle day-to-day communication for a group of our brands and be the link between them and our warehouse and operations teams.

This is not a role where you simply answer emails and forward requests between departments.

When a customer reaches out, you own the answer.

You will track what is happening with orders, inventory, and shipments, work with the warehouse floor to get things fixed, and keep the customer updated until the request is closed.

Problems will happen in logistics. An inbound shipment may arrive short. A carrier may lose a package. An order may miss its ship window. A retailer may change its routing requirements.

Regardless of where a problem starts, the Customer Success Specialist makes sure the customer feels that someone is actively working it — and knows when to bring in the Account Manager or leadership.

What You'll Do

• Handle day-to-day customer communication by email, Slack, and phone for an assigned group of ShipDudes customers.
• Respond to customer questions, updates, and issues quickly and clearly.
• Coordinate and monitor inbound receiving and outbound orders across e-commerce, wholesale, and retail channels.
• Monitor our warehouse management system (WMS) to track SLAs, catch late orders, and work with the warehouse team to get them shipped.
• Prepare and send daily reports to customers and internal leadership.
• Research and resolve inventory discrepancies and order errors.
• Handle carrier issues, including package intercepts, delays, and claims.
• Help onboard new customers and train them on our WMS and processes.
• Maintain up-to-date vendor compliance and retailer routing requirements for each customer.
• Review billing to catch issues and ensure accuracy.
• Log every interaction, follow-up, and open item so nothing falls through the cracks.
• Escalate bigger issues to Account Managers and leadership with the right details and urgency.
• Support Account Managers on larger projects, launches, and retail orders.

What Success Looks Like

Responsiveness

Customers hear back from you quickly. Even when you do not have the full answer yet, they know you have it and when to expect an update.

Follow-Through

If you tell a customer something will happen, you make sure it happens. If it changes, you tell them right away.

Attention to Detail

Orders, inventory counts, routing guides, and billing are accurate because you double-check them.

Problem Solving

You do not just pass messages along. You find out what went wrong, get the right people involved, and push it to a fix.

Organization

You can juggle many customer requests, orders, and deadlines in a busy office and warehouse environment without losing track of any of them.

Knowing When to Escalate

You handle what you can and bring in your Account Manager or leadership early when something is bigger, before it becomes a customer escalation.

Key Performance Indicators

Customer Success Specialists at ShipDudes will be measured across several areas, including:

• Response Time: Acknowledging and answering customer requests promptly.
• Ticket Resolution: Closing customer requests fully and on time.
• SLA Performance: Catching late or at-risk orders and getting them shipped.
• Accuracy: Correct reporting, inventory research, and billing review.
• Customer Satisfaction: Customer feedback and relationship quality.
• Documentation: Keeping interactions, follow-ups, and open items logged and current.

Performance will be evaluated not only on whether problems occur, but on how quickly and clearly you communicate and how well you follow through.

What We're Looking For

• 1–3 years of experience in customer service, customer success, account coordination, or a related role.
• Previous experience in 3PL, logistics, fulfillment, warehouse, or e-commerce is a major plus.
• Strong written and verbal communication skills.
• Extremely organized and detail-oriented.
• Able to multitask and prioritize in a fast-paced environment with shifting priorities.
• Calm and professional when customers are frustrated.
• Comfortable pushing internally for answers when needed.
• Comfortable with Google Workspace and Microsoft Office, and quick to learn new systems.
• Self-motivated, with a strong work ethic and a desire to grow.

Schedule & Location

This is a full-time, on-site position at our Palisades Park, New Jersey location.

The position follows a standard five-day workweek.

We believe being together in person allows our Customer Success, Operations, and Warehouse teams to communicate faster, solve problems more effectively, and provide a better experience for our customers.

Career Growth

ShipDudes is growing quickly. In 2025, we were named to the Inc. 5000 list of America's fastest-growing private companies, ranking #39 in the nation and #4 in New Jersey.

We want our strongest performers to grow with the company.

Potential career progression may include:

Customer Success Specialist → Account Manager → Senior Account Manager → Account Management Team Lead → Director of Account Management / Customer Success

Why ShipDudes

This is an opportunity to join a growing company where your work has a direct impact on both our customers and the business.

You will work closely with growing consumer brands, learn the logistics and e-commerce industry from the inside, and gain exposure to warehouse operations, supply chain, technology, customer success, and business operations.

We are looking for people who want responsibility, want to learn quickly, and want to build something - not just fill a seat.

At ShipDudes, we value people who:

• Take ownership
• Move with urgency
• Communicate clearly
• Care deeply about customers
• Follow through on commitments
• Solve problems instead of passing them along
• Continuously look for ways to improve

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