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ShipMonk is a tech-powered 3PL (third-party logistics) and growth partner for ecommerce brands, operating 12+ owned fulfillment centers across the US, Canada, the UK, and Europe. We're seeking a Senior Customer Service Representative to serve as a strategic partner and advocate for our merchant clients.
In this role, you will be the primary trusted point of contact for valued merchants, managing incoming communications across phone, chat, and email while ensuring timely follow-ups and exceeding expectations. You'll forge strong partnerships with warehouse management, operational staff, and development teams to execute merchant requests flawlessly. Your responsibilities include educating merchants on ShipMonk's service offerings, proactively identifying opportunities to enhance their experience, and proposing service upgrades tailored to their evolving needs.
You'll also perform data analysis to evaluate merchant credits and identify improvement trends, prepare for and lead regular client meetings to showcase value, and become a Subject Matter Expert (SME) within the Customer Service team. A key aspect of this role involves mentoring fellow Customer Service Representatives through regular office hours, fostering a collaborative and high-performing environment.
The ideal candidate possesses exceptional verbal and written communication skills with a natural ability to build rapport and trust. You're a problem-solving guru who thrives in fast-paced environments, highly organized with the ability to juggle multiple priorities. You have a solid understanding of logistics, supply chain dynamics, or ecommerce operations, allowing you to speak merchants' language. You're self-motivated, tech-comfortable with CRM systems, analytically minded, and genuinely passionate about delivering unparalleled customer experiences.
REQUIREMENTS:
- 3-5 years of proven experience in a dynamic Customer Service or Account Management role
- 2-3 years of experience in Logistics, Supply Chain, E-Commerce, or a related field (highly preferred)
- Bachelor's Degree or equivalent relevant work experience
- Stellar verbal communication, active listening, and de-escalation skills
- Strong written communication skills for professional emails and chat interactions
- Proficiency in basic computer applications and willingness to master new software
- Experience with CRM software (e.g., Salesforce, Zendesk) is a plus
- Positive, can-do attitude with robust work ethic and desire to create merchant happiness
