Customer Service Liaison

ShipMonk • Louisville, KY

3h

About The Position

The Customer Service Liaison is a Special Project owner and intermediary between ShipMonk’s client-facing team and warehouse operations. The role facilitates timely communication and issue resolution across departments including Receiving, Inventory, Picking, Packing, Wholesale, Special Projects, and Subscription Box, helping improve the client experience and support merchants.

The position coordinates special projects from scope definition through execution, aligning client expectations with operational capabilities, managing orders and receivings, monitoring account balances and inventory, and tracking milestones and deadlines. The liaison provides clients with consistent updates, identifies and escalates risks, documents projects, and coordinates coverage with senior CXL and liaison colleagues. During peak periods, the role may also assist directly with warehouse operations.

Requirements

• Demonstrated comprehension of warehouse departments, fulfillment workflows, and special project execution.
• Ability to review open work orders, prioritize items, and communicate accurate feedback between warehouse teams and Happiness Engineers.
• Ability to coordinate across departments, route questions to appropriate stakeholders, and maintain alignment between client expectations and operational realities.
• Ability to define project scope, manage timelines and milestones, keep clients informed, and provide executable operational instructions.
• Willingness to assist with hands-on warehouse tasks during high-volume periods, including picking, packing, kitting, labeling, and batching.
• Precision in managing orders, receivings, inventory levels, and account balances.
• Ability to identify risks, resolve issues proactively, and escalate complex problems appropriately.
• Able to lift 50 pounds.
• Communication skills.
• Proficient verbal and written English skills.
• Advanced problem-solving skills.
• Multitasking ability.
• Time-management skills.
• Proficiency with computer programs such as Google Sheets and Docs.

Responsibilities

• Review open work orders and identify items requiring immediate feedback.
• Determine when escalation or clarification is needed from Warehouse or Happiness Engineers.
• Relay operational questions to the appropriate people and ensure timely responses.
• Maintain communication across departments to prevent bottlenecks.
• Develop and maintain knowledge of warehouse departments and fulfillment processes.
• Check in periodically with department leads to stay aligned on priorities.
• Assist warehouse teams with priority Special Project tasks when needed.
• Support warehouse operations during peak season, including picking, packing, EC-batching, labeling, kitting, and sorting.
• Communicate with clients to define project scope, gather requirements, and clarify expectations.
• Ensure deliverables are understood before execution begins.
• Align Operations with project objectives and provide clear execution instructions.
• Create orders and manage receivings to support project execution.
• Monitor account balances, inventory levels, and operational readiness.
• Track progress against deadlines and milestones and adjust plans proactively to protect timelines.
• Provide consistent client updates throughout the project lifecycle.
• Identify and resolve issues affecting project success and escalate complex or unresolved issues appropriately.
• Maintain communication with Sr. CXL and Liaison team members.
• Document Special Projects and support PTO/OOO coverage planning.

Benefits

• Competitive salary and bonus
• Paid time off
• Paid holidays
• Health insurance
• Dental insurance
• Vision insurance
• 401(k) with match
• Company events
• Wellness programs

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed