job title:Client Operations & Customer Service Manager
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CLIENT OPERATIONS & CUSTOMER SERVICE MANAGER
Company: TCB Global — Fulfillment & Distribution
Location: Henderson, NV (in office, Monday–Friday, 8:00am–4:30pm)
Type: Full-time
Pay: $23.00–$27.00 per hour — with a clear path to grow (see Growth Path & Earning Potential below)
ABOUT THE ROLE
TCB Global is hiring a Client Operations & Customer Service Manager to be 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. It is an operational coordination role inside a fast-moving 3PL and fulfillment company. The right person is organized, responsive, professional, and able to move quickly without losing accuracy.
PRIMARY PURPOSE
Make sure client requests are acknowledged immediately, routed correctly, tracked properly, and resolved by end of day whenever possible.
This position keeps 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 across warehouse, billing, transportation, onboarding, and operations
- Track open requests until they are closed
- Support onboarding and go-live preparation; help collect item matrix, SKU details, shipping preferences, and operational requirements
- Provide approved shipping quotes and clearly explain shipping costs
- Escalate pricing disputes, credits, discounts, or free-work requests through the correct channel
- Use Extensiv, CRM, Shopify, QuickBooks, Google Sheets, email, and shipping tools
- Maintain accurate notes, trackers, and CRM records
- Communicate professionally and calmly under pressure
- Be ready to take on additional training to grow in the role
WHAT THIS ROLE OWNS VS. WHAT ESCALATES
You own and resolve directly: client updates, order changes, status questions, routing jobs to the right department, approved shipping quotes, follow-up, and CRM accuracy.
You escalate to operations leadership: major pricing changes, contract changes, margin decisions, executive-level client concessions, and any blocked issue you cannot move within the day.
A clear line keeps you moving fast on what you control — and keeps leadership focused only on the decisions that truly need them.
SUCCESS STANDARDS (THE BAR FOR THIS ROLE)
- Every client request is acknowledged within 1 hour during business hours
- Requests are resolved or correctly routed same day, with a clear update to the client before end of day
- Open requests are tracked to completion — nothing falls through the cracks
- Onboarding information is complete before each go-live date
- CRM, trackers, and notes are kept current daily
- Operations leadership is not pulled into routine client communication
GROWTH PATH & EARNING POTENTIAL
This role starts at $23–27/hr, and it is built to grow.
We are looking for someone who wants to own this function, not just fill a seat. As you prove accuracy, ownership, and the ability to take real work off operations leadership, there is clear room to advance — in both compensation and responsibility. That can include expanded decision authority, ownership of onboarding and client-success processes, and a path toward leading the client operations function as the company scales.
If you bring the skills and the drive, the ceiling on this role moves up with you.
IDEAL CANDIDATE
Organized, calm, fast-moving, and clear in communication. You can take a client request, ask the right questions, route it to the right person, follow up until it's done, and communicate the answer back without creating confusion. You understand that speed matters — and accuracy matters more.
QUALIFICATIONS
- Strong written and verbal communication skills
- Experience in customer service, account coordination, logistics, fulfillment, warehousing, or transportation preferred
- Comfortable handling 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 and professional under pressure
COMPENSATION, HOURS & BENEFITS
- Pay: $23.00–$27.00 per hour, with room to grow based on performance and ownership
- Schedule: Monday–Friday, 8:00am–4:30pm, in office in Henderson, NV
- Probation: 90-day period
- After probation: Paid time off (PTO) and health care — Anthem PPO / HMO
Work Location: In person — Henderson, NV
Please Email: Employment@tcb3pl.com
Principals only. Recruiters, please don't contact this job poster.