Sr. Customer Service Representative

2 hours, 1 minute ago
Full-time
Senior
Customer and Technical Support
ShipMonk

ShipMonk

ShipMonk is a leading fulfillment center and 3PL provider for eCommerce brands, offering personalized and efficient order fulfillment services. With a focus on stress-free growth, ShipMonk integrates with sales channels to streamline shipping and inven...

Air Freight & Logistics
1K-5K
Founded 2014
$365M raised

Description

  • Serve as the primary point of contact for merchants and resolve issues quickly and professionally.
  • Manage incoming merchant communications and tickets across phone, chat, and email, ensuring timely follow-up.
  • Partner with warehouse management, operations staff, and development teams to execute merchant requests.
  • Build and maintain long-term merchant relationships and support their growth journey.
  • Educate merchants on ShipMonk’s services and help them plan proactively to prevent issues.
  • Support merchants with special projects throughout the full lifecycle.
  • Identify opportunities to improve the merchant experience and recommend service upgrades or new solutions.
  • Analyze data related to merchant credits and trends to support continuous improvement.
  • Prepare for and lead regular client meetings to demonstrate value and strengthen partnerships.
  • Act as a subject matter expert within the Customer Service team and mentor other representatives.

Requirements

  • 3-5 years of proven experience in a Customer Service or Account Management role.
  • 2-3 years of experience in Logistics, Supply Chain, E-Commerce, or a related field is highly preferred.
  • Bachelor's degree or equivalent relevant work experience.
  • Strong verbal communication, active listening, and de-escalation skills.
  • Strong written communication skills for professional email and chat interactions.
  • Proficiency in basic computer applications and willingness to learn new software.
  • Experience with CRM software such as Salesforce or Zendesk is a plus.
  • Ability to analyze data and use insights to inform decisions.
  • Highly organized, detail-oriented, and able to manage multiple priorities.
  • A positive, can-do attitude and strong work ethic focused on merchant happiness.

Benefits

  • Paid time off (PTO).
  • 9 paid holidays in the U.S. each year.
  • 401(k) matching.
  • Merit reviews tied to performance.
  • Regular company events and team-building activities.
  • Referral program.
  • Inclusive, casual, and upbeat culture.
  • Comprehensive health, vision, and dental insurance options.

Interested in this position?

Apply directly on the company website

Apply Now

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