Sr. Customer Service Representative

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 so our merchants can stress less and grow more.

About The Role

: Be a customer hero! Are you a customer service superstar ready to take your skills to the next level? ShipMonk is on the hunt for a dynamic and ingenious Senior Customer Service Representative to be a cornerstone of our merchant success!

" You'll leverage your advanced account management and customer service expertise to provide exceptional training, proactive support, and build lasting relationships. If you thrive on expertly juggling tasks, from tracking down product details to coordinating with warehouse teams and developers, all while making our merchants feel valued and understood – then this is the role for YOU. You're the expert who knows how to get sh*t done, and we can't wait for you to join our crew.

What will you be doing? Driving customer success and happiness! Merchant Advocacy Proactive Problem-Solving: Serve as the primary, trusted point of contact for our valued merchants, championing their needs and facilitating swift issue resolution.

Masterfully manage a queue of incoming merchant communications (phone, chat, email) and tickets daily, ensuring timely follow-ups and exceeding expectations. Forge strong partnerships with our warehouse management, operational staff, and development teams to ensure merchant requests are executed flawlessly and professionally. Build and nurture sustainable, long-term relationships with merchants, becoming an indispensable part of their growth journey.

Strategic Support Value Creation: Educate merchants on ShipMonk’s diverse service offerings, helping them proactively plan and leverage our solutions to minimize issues and maximize efficiency. Actively support merchants' special projects, guiding them through the entire lifecycle with expertise and enthusiasm. Identify opportunities to enhance the merchant experience, proactively proposing service upgrades and new product solutions tailored to their evolving needs.

Perform insightful data analyses to evaluate merchant credits and identify trends for continuous improvement. Prepare for and confidently lead regular client meetings, showcasing value and strengthening partnerships. Team Leadership Expertise Development: Become a sought-after Subject Matter Expert (SME) within the Customer Service team.

Hold regular office hours and provide mentorship to support and uplift fellow Customer Service Representatives, fostering a collaborative and high-performing environment. Continuously deepen your understanding of ShipMonk's services, internal processes, and the e-commerce landscape. What are we looking for?

Communication Relationship Pro: You possess exceptional verbal and written communication skills, with a natural ability to articulate complex information clearly, empathetically, and persuasively. You're a master at building rapport and trust. Problem-Solving Guru: You have a knack for dissecting complex issues, identifying root causes, and implementing effective solutions.

You thrive in a fast-paced environment where quick thinking is key. Organizational Mastermind: You are highly organized, detail-oriented, and can juggle multiple priorities and merchant needs with grace and efficiency. Logistics E-commerce Savvy: You have a solid understanding of logistics, supply chain dynamics, or e-commerce operations, allowing you to speak our merchants' language.

Initiative Drive: You're self-motivated, possess a relentless work ethic, and are driven to not just meet, but exceed goals and merchant expectations. You see challenges as opportunities.