Customer Success Manager

LHH is partnering with a growing medical products organization in Fort Worth as they source for a hands‑on Customer Success Supervisor to lead a small team, oversee customer order operations, and partner cross‑functionally to ensure exceptional service delivery. This is an onsite leadership role supporting order management, EDI workflows, logistics coordination, and team development!

• Lead, train, and coach a Customer Success team.
• Oversee accurate order entry, fulfillment, tracking, and customer communication
• Partner with 3PLs, supply chain, and logistics teams to resolve issues and ensure timely delivery.
• Manage returns, credits/rebills, and customer escalations.
• Maintain SOPs, work instructions, and compliance documentation.
• Serve as a key user for ERP (Dynamics GP / SAP S4), EDI, and CRM (Salesforce).
• Generate and interpret reports (Power BI/Excel) to identify trends and improve processes.

• 3–5+ years in Customer Success/Customer Service, Order Management, or similar operations.
• 3+ years supervisory/leadership experience.
• Background partnering with logistics/3PL or supply chain teams.
• A detail‑oriented leader who is organized, proactive, and confident handling escalations.
• Excellent communication skills and a customer‑first mindset.