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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.
Your primary 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, relay operational questions to appropriate stakeholders, and maintain 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, assist warehouse teams with priority special project tasks, and actively support warehouse operations during peak season (picking, packing, batching, labeling, kitting, sorting) with an "all hands on deck" mindset.
**Client Communication & Scope Definition:** Communicate with clients to define project scope, gather requirements, clarify expectations, and ensure complete understanding of deliverables before execution.
**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 client updates throughout the project lifecycle, and proactively identify and resolve issues.
**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:**
- Operationally fluent and process-savvy with full comprehension of warehouse departments, fulfillment workflows, and special project execution
- Proactive communicator and information broker; ability to review work orders, identify priorities, and ensure timely feedback
- Cross-functional bridge builder with ability to strengthen collaboration across departments
- Client-focused project manager who can clearly 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 executor with precision in managing orders, receivings, inventory, and account balances
- Calm under pressure with ability to proactively identify risks and escalate complex problems appropriately
- Able to lift 50 pounds
- Strong verbal and written English communication skills
- Advanced problem-solving, multitasking, and time management abilities
- Proficiency with computer programs (Google Sheets, Docs, etc.)
