What are the responsibilities and job description for the Senior Customer Service Representative position at ShipMonk?
Why ShipMonk?
ShipMonk is the world's largest 3PL for high-growth e-commerce and DTC brands. Since our inception in 2014, we've operated with a singular guiding principle: to help small and medium-sized e-commerce businesses scale by offering technology-driven fulfillment solutions that enable business founders to devote more time to the things that matter most in their businesses. Put simply, ShipMonk helps e-commerce companies stress less and grow more. Headquartered in Fort Lauderdale, FL, ShipMonk has more than 2,500 employees across facilities in Fort Lauderdale, FL, Pittston, PA, Los Angeles, CA, Bay Shore, NY, Las Vegas, NV, Louisville, KY, Fort Worth, TX, Mississauga, Ontario, Canada, Tecate, Mexico, the United Kingdom, and Prague, Czech Republic.
Why ShipMonk?
ShipMonk is the world's largest 3PL for high-growth e-commerce and DTC brands. Since our inception in 2014, we've operated with a singular guiding principle: to help small and medium-sized e-commerce businesses scale by offering technology-driven fulfillment solutions that enable business founders to devote more time to the things that matter most in their businesses. Put simply, ShipMonk helps e-commerce companies stress less and grow more. Headquartered in Fort Lauderdale, FL, ShipMonk has more than 2,500 employees across facilities in Fort Lauderdale, FL, Pittston, PA, Los Angeles, CA, Bay Shore, NY, Las Vegas, NV, Dayton, NJ, Louisville, KY, Fort Worth, TX, Mississauga, Ontario, Canada, Tecate, Mexico, the United Kingdom, and Prague, Czech Republic.
Our Senior Customer Service Representatives are the cornerstone of ShipMonk, combining advanced account management and customer service skills with a high degree of ingenuity. They play a pivotal role in creating a stress-free process and generating Happiness for our Merchants.
This role is responsible for providing advanced training, support, and partnership to Merchants, and serves as a primary point of contact to facilitate timely issue resolution. They work closely with the accounts, our warehouse management and staff, and developers to ensure requests are done on time and in a professional manner. Whether it involves checking on a received product's bin location—while simultaneously planning a shipment with our warehouse manager—or expertly juggling multiple chats, we are always ready and able to multi-task. In other words, our Senior Customer Service Representatives are the experts who know how to get sh*t done and we wouldn't be able to get by without them!
What you'll do
- Serve as the primary point of contact for merchants to facilitate timely issue resolution.
- Manage a queue of incoming merchant contacts (phone, chat, and email) and tickets on a daily basis, including following up on inquiries based on committed dates.
- Partner with our warehouse management and developers to ensure requests are completed on time and in a professional manner.
- Build sustainable, long-term relationships with merchants.
- Educate merchants on service offerings and help them proactively plan to minimize issues.
- Support merchants' projects and assist throughout their lifecycle.
- Identify opportunities to improve the merchant experience and propose upgrades and new products as appropriate.
- Perform data analyses for evaluation of merchant credits.
- Prepare for and conduct regular client meetings.
- Become a sought-after SME, and hold regular office hours to support fellow Customer Service Representatives.
What you'll need
- 3-5 years of experience in a Customer Service position.
- 2-3 years of experience in Logistics, Supply Chain, or E-Commerce.
- Bachelor's Degree or equivalent work experience.
ShipMonk is an equal-opportunity employer. We value diversity and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
ShipMonk is an equal opportunity employer. We value diversity and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
