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ShipMonk is a tech-powered 3PL and growth partner for ecommerce brands, operating 12+ owned fulfillment centers across the US, Canada, the UK, and Europe. As a Customer Service Liaison, you will serve as a critical bridge between client-facing teams and warehouse operations, facilitating timely communication and resolving time-sensitive issues across multiple departments including Receiving, Inventory, Picking, Packing, Wholesale, Special Projects, and Subscription Box.
Key responsibilities include:
**Work Order & Operational Triage**: Review open work orders, identify items requiring immediate feedback, determine when escalation or clarification is needed from warehouse or customer success teams, and relay operational questions to appropriate stakeholders while maintaining cross-department communication to prevent bottlenecks.
**Warehouse & Fulfillment Expertise**: Develop comprehensive understanding of all warehouse departments and fulfillment processes. Conduct periodic check-ins with department leads to stay aligned on priorities, assist warehouse teams with priority special project tasks, and during peak season, actively support warehouse operations including picking, packing, EC-batching, labeling, kitting, and sorting with an "all hands on deck" mindset.
**Client Communication & Scope Definition**: Communicate with clients to define project scope, gather requirements, and clarify expectations. Ensure complete understanding of deliverables before execution begins.
**Project Coordination & Execution**: Align operations with project objectives, create orders and manage receivings to support project execution, monitor account balances and inventory levels, and ensure operational readiness.
**Monitoring & Timelines**: Track progress against deadlines and milestones, adjust strategy proactively to protect timelines, provide consistent updates to clients throughout the project lifecycle, and proactively identify and resolve issues impacting success.
**Team Coordination & Continuity**: Maintain communication with senior customer experience liaisons and liaison team members, ensure proper documentation of special projects, and support PTO/OOO coverage planning.
**Requirements**:
- Operational fluency and process-savvy with full comprehension of warehouse departments, fulfillment workflows, and special project execution
- Proactive communication skills with ability to review work orders, identify priority items, and ensure timely feedback between teams
- Cross-functional collaboration skills to strengthen departmental alignment
- Client-focused project management with ability to define scope, manage timelines, monitor milestones, and keep clients informed
- Hands-on contributor willing to step into warehouse operations during peak seasons
- Detail-oriented and accountable with ability to manage orders, receivings, inventory levels, and account balances with precision
- Calm under pressure with ability to identify risks, resolve issues early, and escalate appropriately
- Able to lift 50 pounds
- Advanced problem-solving, multitasking, and time management skills
- Proficient verbal and written English skills
- Proficiency with computer programs (Google Sheets, Docs, etc.)
