Customer Service Representative

About the Role

Customer Service Representatives at ShipMonk combine account management and customer service skills with ingenuity to create a stress-free process and generate Happiness for Merchants. They serve as the primary point of contact for Merchants to facilitate timely issue resolution, providing training, support, and problem resolution to ShipMonk accounts. They work closely with accounts, warehouse management, staff, and developers to ensure requests are completed on time and professionally. Whether checking on a received product's bin location while simultaneously planning a shipment with a warehouse manager or expertly juggling multiple chats, they are always ready and able to multi-task.

Responsibilities

• Serve as the primary point of contact for merchants to facilitate timely issue resolution
• Manage queue of incoming merchant contacts (phone, chat, and email) and tickets on a daily basis, including following up to inquiries based on dates that were committed to
• Partner with 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 merchant's projects and assist throughout their lifecycle
• Identify opportunities to improve merchant experience and propose upgrades and new products as appropriate

Requirements

• 1-2 years of experience in a Customer Service position
• 1-2 years of experience in Logistics, Supply Chain, or E-Commerce
• Bachelor's Degree or equivalent work experience

About ShipMonk

ShipMonk is a growth partner for merchants, providing cutting-edge technology and a network of owned and operated fulfillment centers that empower high-growth ecommerce and DTC brands to stress less and grow more. With over 2,500 employees across five countries, the company is on a mission to revolutionize fulfillment by providing everything from the fastest click-to-delivery and real-time inventory to custom solutions—all with a merchant-first mindset.

Why ShipMonk?

• Global Fulfillment Network: 12+ owned and operated fulfillment centers span the US, Canada, the U.K., and Mainland Europe with no outsourcing, ensuring quality and consistency
• Proprietary Technology: AI-powered platform provides a real-time, unified view of inventory and orders, giving merchants the control and visibility they need
• Unrivaled Support: Hands-on, "mom and pop" support with a global reach, with dedicated teams on-site at every fulfillment center
• Transparent Pricing: All-inclusive pricing with predictable costs and no hidden fees or surprises
• Committed to the Future: Over $10 million invested annually in research and development to ensure technology and services continually evolve

Core Values

• Merchant-first: Handle the logistics so merchants can focus on growing their business
• People make ShipMonk: Belief in the team and investment in people
• Own it: Take ownership of work, mistakes, and successes
• Get sh*t done: Fast-paced, high-growth company that values action and results
• Change the score: Challenge the status quo, constantly innovating and improving