Customer Service Representative
About the role
The Customer Service Representative will serve as the primary point of contact for merchants to facilitate timely issue resolution. They will manage the queue of incoming merchant contacts (phone, chat, and email) and tickets on a daily basis, including following up to inquiries based on committed dates. They will partner with our warehouse management and developers to ensure requests are completed on time and in a professional manner. They will build sustainable, long-term relationships with merchants, educate them on service offerings, and help them proactively plan to minimize issues. They will support merchant projects and assist throughout their lifecycle, identifying opportunities to improve merchant experience and proposing upgrades and new products as appropriate.
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 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 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
Qualifications
- Excellent communication and interpersonal skills
- Ability to multitask and prioritize effectively
- Strong problem-solving and analytical skills
- Proficient in Microsoft Office Suite
- Experience with CRM systems (optional)
Skills
- Customer service skills
- Logistics and supply chain knowledge
- Technical proficiency (optional)
Benefits
ShipMonk offers a competitive benefits package including health insurance, retirement plans, paid time off, and more. We also provide ongoing training and development opportunities to help you grow both personally and professionally.
Pay
Competitive salary commensurate with experience.
Schedule
Full-time position with flexible hours to accommodate shift work in our fulfillment centers.
Company Information
ShipMonk isn't just a 3PL; we're a growth partner for merchants. We provide 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, we're 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.
Our Core Values
- Merchant-first: We handle the logistics so our merchants can focus on what they do best—growing their business.
- People make ShipMonk: We believe in our team and invest in our people.
- Own it: We take ownership of our work, our mistakes, and our successes.
- Get sh*t done: We're a fast-paced, high-growth company that values action and results.
- Change the score: We challenge the status quo, constantly innovating and improving.
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.