Customer Service Representative

About the Role

ShipMonk isn’t just a 3PL—we're the tech-powered growth partner for ecommerce brands, running 12+ owned fulfillment centers across the US, Canada, the UK, and Europe. Our Customer Service Representatives are the lifeblood of ShipMonk, combining account management and customer service skills with a dab of ingenuity. They play a critical role in creating a stress-free process and generating Happiness for our Merchants. They serve as the primary point of contact to facilitate timely issue resolution, provide training, support, and problem resolution to ShipMonk accounts, and work closely with warehouse management, staff, and developers to ensure requests are completed on time and professionally.

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 on inquiries based on committed dates
• 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. With over 2,500 employees across five countries, we’re on a mission to revolutionize fulfillment by offering everything from the fastest click-to-delivery and real-time inventory to custom solutions—all with a merchant-first mindset.

Our success is powered by five key differentiators:

• Global Fulfillment Network: Our 12+ owned and operated fulfillment centers span the US, Canada, the UK, and Mainland Europe. We never outsource, ensuring quality and consistency.
• Proprietary Technology: Our AI-powered platform provides a real-time, unified view of inventory and orders, giving merchants control and visibility.
• Unrivaled Support: We provide hands-on, "mom and pop" support with a global reach. Dedicated teams are on-site at every fulfillment center.
• Transparent Pricing: Our all-inclusive pricing means predictable costs, with no hidden fees or surprises.
• Committed to the Future: We invest over $10 million annually in research and development to ensure our technology and services continually evolve.

Core Values

• Merchant-first: We handle the logistics so our merchants can focus on 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.